“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.”
“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.”
“Once again, they let me down MASSIVELY!!!!!!! After moving in my new place 2 weeks ago, I still have no internet and they claim that with a modem already installed, it'll only take minutes to get online. LIES LIES AND MORE LIES!!!!!!!!!! It then transpires from my developer's team that there had been damages to my internet cable which Hyperoptic did not even communicate to me despite my daily calls wasting time with their useless customer service!!! And here I am wasting more time!!!!!!!!!!!! They told my building management they sent me a dongle... about a week ago... guess where that is? NOWHERE... I did not even receive it yet one week later!!!! Today I had to work from home yet again using my mobile 4G which I've already spent way too much money on.. waiting for their engineer to come and fix it!!!!!!!! I was promised the engineer would come today - all my building management were on it, fixing whatever needed to be fixed in order to be ready for the engineer to do his fix today when he came but guess what?!?!?! He did not show up.... they said his name was Steve who did not even bother to call us to let us know... we had to chase him!!!! Now they said they're coming tomorrow and I can't be home tomorrow as you know... people have to work to pay their mortgage and stuff..... And I'm being forced to leave my keys with someone to let him in... I'm not comfortable having to leave my keys with strangers and I can't ask my boss again to work from home.................................. What an utterly useless company this is!!!!!!!!!!! AVOID AVOID AVOID........... THEY ARE USELESS!!! WORST CUSTOMER SERVICE EVER... LITERALLY.”
“They have done the installation to my house. It has not been working for 4 weeks now. They keep on saying there's a problem outside the property, no engineer available. Why did they installed the broadband if they don't have any engineer to fix the problem. Still waiting”
“Moved in to a new flat, looking for internet providers we were interested in Hyperoptic. A salesman quickly informed us that a new installation to the building would arrive shortly, and soon after the internet would be ready to go. Great we thought.
1 month passes with promises of "next week" being the installation date. Never happened. Finally we find out that the building is connected. Hooray! All we need is a tech to connect it all up for us. Perfect. Date of installation? 20 plus days after the building itself is connected. We tried getting it expedited, calling multiple times and finally we were able to arrange for the tech to come sooner.
They were scheduled for a Monday. Over the weekend we received 2 optimistic texts saying that technician is coming. Wonderful we thought. Now its Monday. And what happened? "We are so sorry, your technician was cancelled.". We were notified of this AFTER the technician was supposed to come and only because we called. I bet if we hadn't we wouldn't have even been notified.
How is it that an ISP in the UK is worse than the ISP from the Second World country I come from? How is this at all acceptable? How can you keep promising and promising and deliver exactly 0? Nothing. Nada.
My review? Stay away. Stay far away from Hyperoptic. Almost 2 months promising internet. And it's not like we live in the middle of nowhere. We are 40 minutes away from central for gods sake.
If you dont have the people to do the work, why even offer a service.
0/10, give the company over to someone who can atleast get the internet installed when they say they would.”
“***Day 6 without a working internet connection***
I signed up to Hyperoptic on the 14/08. The internet connection randomly stopped working on 24/08 - in the middle of the work day.
I then called Hyperoptic and they advised an engineer is not able to come out to fix the issue until the 08/09 - a full 16 calendar days later.
16 calendar days without internet is unacceptable - especially for someone WFH! After Multiple calls, emails and complaints to Hyperoptic, I have not received any urgency from Hyperoptic’s end to resolve the issue!
I am extremely disappointed with this level of service I am receiving from Hyperoptic!
I now have to spend additional time, money and effort to organise alternative access to the internet while I wait for Hyperoptic to respond. A working internet connection is the minimum standard I expect from an INTERNET SERVICE PROVIDER - and Hyperoptic are not able to even provide that.”
“Just wanted to share my recent frustrating experience with my ISP, Hyperoptic.
I've been with Hyperoptic for about 4 and a half years and until now, they've been fairly decent with minimal outages and resolved within a reasonable timeframe. Though I believe that what really shows a service's worth is how they act when there is a reasonable impact and Hyperoptic have been incredibly bad in that sense.
On the morning of May 20th our internet was completely out. This came at a terrible time for me as I'm in the middle of an important work-related certification online bootcamp. I've been forced to use my limited mobile data, which is running low and is causing my course to lag or disconnect at times.
Hyperoptic is insisting that they can't send an engineer until May 31st. That's a 12 day outage, is it just a post covid thing that generally slowed response times down? They claim this is pretty standard.
Furthermore, there seems to be a pattern where after an engineer visit, a new outage occurs elsewhere in the building. I reported this to Hyperoptic, but they seem to insist that it's a "isolated incident". It's clearly not isolated as I've confirmed there are other residents with the same issues in the same building that utilize the same patching switch.
As I understand it, in the beginning of May there was a general outage, some users were impacted. An engineer came to resolve the issue and other users that previously had no issue had outages. Another engineer came to fix their internet and at the very least 2 of us are now out of internet. I find it hard to fathom that it's an isolated incident and it's not just a negligent engineer that's not fixing the root cause or causing impact which attempting to fix others.
Meanwhile, I've heard from another resident that there was an engineer on site yesterday to resolve an issue of their neighbour with what sounds like the same issue. Hyperoptic had told me that they requested an earlier time slot and their scheduling team denied it twice. Seems like they have an incredibly poor scheduling processes in place.
Overall, I've been disappointed with Hyperoptic's handling of this issue. It's made me consider switching ISPs. I believe the true measure of a company is how they handle problems, and so far, Hyperoptic hasn't been impressive.
Just thought I'd share this for anyone thinking about using Hyperoptic. It could save you some hassle.”
“The moment you have a problem, they take forever to repair. They are very nice on the phone but totally helpless in solving issues quickly. As a business, we experienced our 3ed time with no internet for over a week causing us massive losses.
Hyperoptics call center is based overseas and the company is managed terribly, I regret ever signing up with them.”
“Since the installation, I was expected to have Fiber Optic deployment and it appears that it was Cat5e to the door and then to a very old Router made by Nokia which does not support Gig Port. my speed was promised 500MB up and down, and I receive 211MB down so far.
Very unsatisfied and unhappy with the outcome. during the day while I am on Netflix, it is buffering every certain time. and more of that”
“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 !”
“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?”
“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.”
“I have always liked Hyperoptic as a broadband supplier and their customer support is great but I’m not a big fan to write reviews but I will go out of my way this time to make sure I let everyone know that as a supplier for broadband they are excellent but their connection is never what you take, many time way lower than what you’re paying. They will always come back to say it’s your fault because you’re not plugged in with a cable or they can guarantee technology and many insignificant stupidities like these, it’s basically always the customers fault.
I as a user was never sent an email to say that my contract was over and they started to charge me over almost double of what I was paying.
I have now asked them to renegotiate my contract to £22/month for 150mb and they say that their minimum is £28. I called support again and another lady gave me £25, same again, called and another £27. Today I called £24 is their lowest.
I went on Vouchercodes and it says £120 promo code off with your 150mb package but when you click through it goes to a package of £35/month.... WHAT THE HELL! this is not a strategy campaign, this is full on a Scam, we are not in some random country with no laws, this is the UK and their are clearly laws against this type of marketing. I have already reported you for this as I have recorded the calls and links of the different sites with all different prices.”
“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!”
