“Amazing installment done today by Steve O 14005. He was polite, efficient and very quick. He thoroughly explained the whole process and next steps to getting my Internet up and running in no time.”
“Possibly the worst UK service provider.
I had two experiences in the last two years. Both ended up with me cancelling my order as they left me in the dark not knowing what was happening. Possibly the worst managed service desk.
Their UK team lives on another planet.
Whilst the team in Serbia are friendly and try to be helpful, the team in UK don’t give a glance to issues that are escalated to them. They are either not available, don’t have a clue, or simply don’t care. A request for a connection has not been responded to since 27th February 2024. Why advertise a service, why send a marketing representative to all the houses in a neighbourhood, why post flyers in all the houses if you can’t provide the service advertised?
2 complaints have been ignored. Days spent waiting for an engineer visit are treated as “your loss” even an email threatening to take the complaint to communication ombudsman and Ofcom have failed to evoke a response or acknowledgement. If you don’t have a pre installed connection at your place avoid them like a plague. I ended up cancelling my order I will never again place an order or recommend HyperOptic to anyone.”
“Dreadful company. Awful customer service. Squeeze you for a contract and zero aftercare for technical issues. Their router is rubbish, needs resetting several times a week minimum for us. Rapid reply to emails to get you (re)contracted and no reply to anything else.”
“This is the worst company I have ever had the misfortune to have to deal with.
We placed an order in November, now into May.
On five occasions they asked me to be at home for the installation and on five occasions it did not happen!
They wasted 5 days holiday for me.
Now cancelled the service, hope never to have to deal with them again.”
“I am not surprised by their overall rating of 1 star. It is well deserved. They have poor customer service. They overcharge. Charged me for an additional 6 months of internet after I moved home. When I ended the contract, they returned two years later to request an additional £70. So bad.”
“Do not touch this company with a barge pole. They are a bunch of scammers. Terrible cutstomer service and poor accounts department deducting monies from your bank without notice. Deceptive with regards their trial offers and subsequent termination charges ..buried deep in terms and conditions and never disclosed. Join crowd funding to bring them to account.”
“extremely poor customer service, its been over 1 month since i have been complaining about a problem with the internet and no response as yet. I have sent at least 6 e-mails and numerous phone calls and everytime they say someone will call you back within 2 days .... over 1 month now still waiting !!!! Word of advice > avoid these cowboys !”
“Took them 2 minutes over the phone to upgrade my package to a higher speed one, two months later and I am receiving a fraction of it (50MB vs 1GB).
I call them/email them multiple times a week, they have not sent an engineer over and have me running in circles. Trying to raise a complaint but the customer service reps won't assist with that either. Unfortunately, can't rate them lower than 0 stars, criminals!”
“I was told the wrong information and about the installation and when they booked someone to come they didn't arrive I wasnt told before hand that no one was coming until I spoke to them about it. I waited over a month for someone to come with the wifi someone did come but couldn't activate the Internet they had lots of excuses which made me change my mind and cancel my broadband with them as it was really stressful and upsetting for me I don't want it to happen to anyone else.”
“Sign up to Hyperoptic at your own risk, but here is my experience: In September I was out of internet for a full month because they took weeks to send an engineer. I am out of internet AGAIN since Monday (4 days) and still waiting to hear back from Hyperoptic to book an engineer visit.”
“Terrible terrible company , lie to you to get you into a contract by saying there will be no charges to move your internet if you need to move in the future, also say there will be no fees if you need to cancel because they can't provide to you where you have moved, then down the line when you have moved they are rude and say it doesn't mayher what they have said over the phone and you are in a two year contract and have to pay ffor a setvixe you cant recieve??? Who has ever heard of having to pay for something that isn't being provided, in no circumstance trust this company or anything their advisors promise to you, the contract you enter into is a completely different thing to the actual reality, and now when I contact them they are just rude, I can't believe they get away with this I am still paying for a service at my new address I can't receive.”
“We signed up, having read reviews about potential the company taking months to dig up the road etc so already we were unsure about them. We call up to get an engineer to see how they will get a connection into the house (couldn't do it online which was a waste of half an hour). An engineer comes out says it shouldn't require digging up the road, you just need to ask your neighbours about attaching some wires to their houses. We do that, the next Engineer comes out, he arrives at 9am when he was booked to come in the pm. He asks us if we have spoken to a totally different set of neighbours and says he has to drill deep holes into their houses for his ladder (yes ladder, considering there they're only going up one floor I've no idea why you need a 5 inch drill into a house), I already know one of the neighbours in the other direction says they don't want any drilling into their home (pretty reasonable request) so I tell them that they've wasted our times. We've spent another £55 with virgin media waiting for them to come and do this work and they've messed us around. We then call up customer services to cancel and get our refund for the initial payment and due to the fact we got a second engineer out we weren't eligible for a refund. They would not listen to anything else we had to say, we asked for someone more senior and supposedly they don't speak with customers. They totally wasted our time and kept the cash. What an embarrassment of a company.”
“Very bad experience. Our new home is supposed to have the service pre installed but unable to get them to activate it. They are unresponsive and unhelpful. I would not recommend this company. Best to stick to the known providers.”
“Over 2 months ago my broadband went down had to wait almost 2 weeks to get fix, ever since it bin on and off keeps going down I pay for 1gb and the last week all I bin getting is around 9mb very bad today I got up broadband down again from 10qm it is now 9.30pm still down bin trying to ring up no one picking up so fed up now Hyperoptic has gone from being fantastic service to 0 services”
“SCAM COMPANY AVOID AT ALL COSTS!!!
I signed up for internet with Hyperoptic on the 12th November. Since then I have been without internet. Despite setting up correctly - there is simply no service. I have contacted Hyperoptic on several occasions and no one has got back to me or bothered to raise the issue. Hyperoptic has truly shocking customer service. After having read the reviews online this seems to be a common occurrence. It appears to be a scam company.
I am a solicitor - having internet is of vital importance for my job. I feel incredibly frustrated and upset as not only are they taking my money for no service - but they also refuse to respond to any of my emails or resolve the issue in a timely fashion. They have absolutely no regard for their customers. They are in complete breach of their own T&Cs and the Consumer Rights Act. At this point I just want to cancel my subscription and never hear about this company again.”
