Hyperoptic Reviews

"If you\u2019re thinking of signing up with Hyperoptic \u2014 don\u2019t. They charge premium prices for speeds they can\u2019t deliver, ignore their own guarantees, and treat customers appallingly when problems arise.\r\n\r\nWe\u2019ve been dealing with Hyperoptic for over 2 months because we\u2019re moving house \u2014 to a London borough just 30 minutes away that they don\u2019t even cover. We were shocked to discover this, and even more shocked when they demanded a \u00a3646 \u201ctermination fee\u201d 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.\r\n\r\nWell \u2014 they didn\u2019t provide the guaranteed speeds. Not even close.\r\n\r\nWe 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 \u2014 and the agent didn\u2019t even look at the evidence we sent, dismissing our situation because there were \u201ca lot of emails.\u201d\r\n\r\nWhen 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 \u2014 as their own terms say \u2014 yet they continued to stonewall us.\r\n\r\nInstead of fixing anything, they\u2019ve 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.\r\n\r\nLet\u2019s be clear:\r\n\ud83d\udeab Their service didn\u2019t meet the guaranteed speeds they advertise.\r\n\ud83d\udeab Their T&Cs say termination fees can be waived in that situation \u2014 yet they refused.\r\n\ud83d\udeab Customer service was dismissive, unhelpful, and slow at every stage.\r\n\ud83d\udeab They ignored evidence and failed to provide timely fixes.\r\n\ud83d\udeab We even returned their routers, yet they still refuse to do the right thing.\r\n\r\nWe know they can afford to treat customers better \u2014 their staff dinners on LinkedIn look lovely \u2014 but apparently fairness and decency aren\u2019t part of the budget.\r\n\r\nWe\u2019ve told everyone we know to avoid Hyperoptic and will make sure the next occupants of our flat know too.\r\n\r\nYou\u2019ve lost two customers \u2014 and many more once people hear this story."

"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????\r\n\r\nTheir reply:\r\n\r\nDear Martin,\r\n\r\nThank you for letting us know.\r\n\r\nWe're sorry about any inconvenience caused.\r\n\r\nPlease 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.\u202f\r\n\r\nAs such we do want to keep you informed, rest assured that the emails should cease once the maintenance has been completed."

"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 \u00a3225 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."

"Poor service! I need to move home and this company has no coverage there. The bad customer service said I need to give \u00a3179 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!"