“I would give 0 stars if it were an option. I enquired about having hyper optic installed at my property 8 weeks ago. 2 full days off work and over 50 phone calls later... no internet. The company is completely incompetent- will arrange installation and then not show up, will send only two contractors to send out a 3 person job (hence why I was told I had to wait so long for an appointment). Absolute shambles of a customer service department - constantly promised call backs that never happen. AVOID AT ALL COSTS! I’ve told them to close my account and I’m going with BT.”
“If for any reason you are not 1000% sure that you will going to complete your contract period avoid at all cost. They charge you £20 per month for each remaining month on top of a 30 days notice you have to provide so if you have 5 month remaining get ready to pay £100 for the privilege of not having internet (in my case was 80% of my remaining contract). All this just for turning off a switch. If you think you will move your contract to your new address or atleast they will be reasonable if they are unable to provide the service to your new house then tough luck in the likely case they don't service your new house they still charge you the entire amount. So if you need some flexibility in your life and there is even a slight chance you will move house in the near future then Hyperoptic is not the company for you.”
“Terrible, predatory and outdated company policy of forcing new customers to pay an extortionate cancellation fee if you are forced to move house.
£100 cancellation fee if you move and Hyperoptic do not support the location where you are moving to.
An absolute disgrace. Look elsewhere (BT don't do this, for example).”
“Completely unreliable service. I filled an on-line form and then spoke to a customer service representative who said that since I’m a new customer, someone will give me a call shortly to provide all of the information. After giving them two more calls no one wants to take responsibility, trying to redirect me to their colleagues. I spoke with them a month ago and they told me that they will have to build an infrastructure (bring the cable from the next street) and one of the engineers will contact me within two week as obviously they want me to become their customer. I've been waiting for more than one month now, using my personal data with a hotspot. Now when I ask them why no one gave me a call saying we’re not available in your area I received “I don’t know”. Don’t waste your time with these people, they're just completely unprofessional like they were running the company for the first time. Customer service does not even exist. Very disappointing!”
“Hyperoptic are complete hustlers and scammers. Beware! Don't go with them. The internet has been off for weeks. They say there is £8 compensation per day. But it's not true. I have never had a penny. Be careful, because they charge you for FREEPHONE NUMBERS! YES! I only use it to call my doctor and the hospital, which is free of cause. BUT NOT WITH Hyperoptic. No! just had a massive bill for FREEPHONE NUMBERS! Disgusting!”
“Hopeless, useless, wasting money.
It's not unlimited service,
It's actually unlimited service interruption.
Even you raised a ticket, no one will response or perform checking onsite or offsite.
No matter how much you pay.”
“They can't tell the truth, the service is poor and goes down all the time. Supposedly guaranteed, but never deliver and never provide a solution. They lie, like a cheap Seiko watch”
“This is a shambles of a company.
I've been with them for over 5 years now and I've had the same issues for the past two years.
The Internet keeps on dropping off. Every evening the router lights turn off and it reboots itself, at least twice a night. Terrible when your into a football game and your casting stops!
They sent out a new router last year and the same problem has been occurring.
I emailed customer service, a guy emailed me back as THEY DON'T PICK UP THE PHONE UNLESS YOUR A NEW CUSTOMER! To suggest changing the Internet cable from the box to the router to which I send please send one out. They did but its 0.5m! It needs to be 2m to reach the router! They emailed me back saying they want to close down my inquiry to which I suggested not to as the same problem hasn't gone away. I have had to buy my own which I don't mind doing but what a waste of time and effort for something so small. I had to wait over a week for there cable to come through the post.
I have had no phone service since and I emailed them 3 times to ask them to take alook at the phone line. To this date I have had no telephone and the age old reoccuring Internet dropping.
A ABSOLUTELY SHOCKING COMPANY WITHOUT ANY DECENT CUSTOMER SERVICE.”
“Great bandwidth. Unfortunately poor customer service. It’s the second time that they have given us 2 weeks notice for planned maintenance. As someone who has to work from home, their planned maintenance/outage during office hours can’t come at a more inconveniet time.
We have begged them to either carry out the work during out of office hours or weekends, but they were not willing to change”
“On one hand the customer service and broadband service provided are very good, however I moved home due to finances and Covid and Hyperoptic were unable to supply me in my new home. They charge an extortionate cancellation fee where other companies were understanding and let any charge required disappear, not Hyperoptic. Would not have minded if they could have provided broadband for me and I failed to take it. This has left a sour taste in my mouth and would now never use Hyperoptic again. Be careful if you rent, or your finances change. always sign up to the monthly contract.
Update from response on TrustPilot Have now had a response from a Hyperoptic , so much for the -we don’t want you to feel this way and will reach out to discuss email as in their response, but more a justification email full of terms and conditions. More a tough luck email. Nice empathetic company in these times.”
“I believed their hype and moved from Sky in May 2020.... worst decision I have ever made. 7 outages since July last year, each lasting just under the time where I’m entitled to compensation. Appalling service and will be leaving the minute my contract is up and going back to a company who actually provides broadband professionally!”
“Every year the same history!
Yes, every year if you want to renew with these guys you better just CANCEL the service and become a NEW CLIENT. Trust me!
This time I'm just shocked, I decided to try replying the renovation options email and I actually could get Jovana to agree with the "management" to give me 150Mbps for £25 a month (that's a £4 discount goodwill gesture that they applied on my account).
After 2 weeks I decided to check if I could instead go with 250Mbps that is £3 extra a month. Do you know what the "management" said?
"No Felipe, if you go with 250Mbps you will lose the £4 goodwill discount, which means you will have to pay £7 extra a month!"
Yes, that's Hyperoptic but now I'm in a horrible situation, I have 12 months with them and will need to wait that to cancel it again and become a new customer and pay £20 a month for 150Mbps, or even less if you count the cashback with Quidco for example.
CANCEL every year and become a NEW CLIENT, that's the only way to go with Hyperoptic.”
“Got into my new home with all the hyperoptic equipment, 20 mins to activate, this never happend, dont know what to do so they request a ticket for an engineer, have not heard anything
its not like broadband is a luxury item these days, they ahve till tomrorrow to get in touch else im afraid i will have to go BT ,
customer support are very nice but to be honest useless, and clueless.
see what tomorrow brings”
“The appointment for installing the service was on Sep the 8th. On that day and after the appointment time was passed, I recieved an email saying that my appointment is now Sep 25 !!!!! What! Many calls with the clueless customer service but with no luck! They don't care if you have no internet for 17 days!”
“After being a customer for 2 years when my contract was up for renewal my current package was put up £4.No loyalty discount or reduction to their packages due to countries current situation with everyone losing their jobs due to covid-19, so just one more thing for me to worry about finding more money that l haven't got! #ShameOnYouHyperoptic”
“Signed up and arranged to have Hyperoptic install and set up the internet at my flat. Arranged to have it set up at an arranged time, it was just a matter of waiting for the engineer at the scheduled time.
He arrived on time and came into drill a hole above the flat door (standard procedure in their set up protocol) he came to us and said he didn't have a drill bit long enough to do the job and they would be in touch. When I checked the online portal, it had a message apologising for the 'non-installation' and they will be in touch shortly.
The next day I received a automated text message informing me that I had decided not to go ahead with the installation.
No contact and still without internet for another week. Don't rely on getting this service just because you're in the catchment area.”
