313 Customer Reviews over 32 pages
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-12-13
- Comments
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I signed up in August (paid £194). It's now mid December and I'm still waiting for fibre optic broadband! Meanwhile I've had months of STRESS, FALSE PROMISES and WASTED TIME... Phonecalls to customer services that last hours (mostly waiting), invisible engineers, cancelled engineers, countless wrong messages, “problems” that need fixing etc. Even emails cancelling appointments that have already happened!? I am still waiting for activation. Hyperoptic is driving me crazy. After reading the reviews here, I realise I am not alone. Thankfully I didn't deactivate my old copper cable provider contract. I'm going to cancel Hyperoptic ASAP. It'll be interesting to see if I get my £194 back despite the lack of service provided.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-12-04
- Comments
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Awfull company to deal with is mildly said. Make sure you keep an eye on your bank account t as they tend to charge you almost double without telling you. £50 for sin internet seems like I should be getting a caviar with it. £35 for basic package is already a rip off. Customer relations and customer services are terrible to deal with. Uneducated for starters and keep repeating same things. I just cannot wait to get rid of them. I will certainly not pay £50 which they attempted to charge me if I have to I will go to court
- Location
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- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2023-11-22
- Comments
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Awful!!! I'm trying to end a contract and it's a nightmare! The want me to charge full year even if I advised I'm leaving in one month!!!!
- Location
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- Location
- Hertfordshire
- Reviewing
- Hyperoptic
- Date
- 2023-11-20
- Comments
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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.
- Location
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- Location
- Fulham, London
- Reviewing
- Hyperoptic
- Date
- 2023-11-01
- Comments
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Order placed on 7 Sep. Very good value. Offered to cover the entire period I was locked into a contract with Sky and offered excellent speeds.
It is now 1 Nov and not even the pre installation check has been done. It has been scheduled twice and cancelled each time by hyperoptic. the first time was because they sent the wrong number of people for the check. The second cancellation was over a week ago with no reason or explanation provided. No appointment has been rescheduled yet. Looks like hyperoptic is cheap for a reason and it would be a mistake to switch to them. I'm glad I didn't cancel my existing internet contract with Sky.
- Location
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- Location
- Hammersmith
- Reviewing
- Hyperoptic
- Date
- 2023-10-11
- Comments
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Hyperoptic is terrible, choose another company if you have a chance
- Location
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- Location
- london
- Reviewing
- Hyperoptic
- Date
- 2023-10-10
- Comments
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I've had friends who have recommended Hyperoptic.
My property at the time didn't have availability so i signed up my interest and a few months later said hyperoptic is coming to my address.
I was excited of course as i had really dodgy internet and work from home a lot so need reliable internet. I was going to switch to the usual SKY / BT etc, but because of this offer, i immediately placed an order.
They did the preinstall checks and everything checked out in july. they said the only thing left is for the engineered work to do which is a bit of drilling and they have a team coming over.
this took MONTHS to get them over. I rang and rang and they said they will schedule them to come.
Finally, after 4 months, they sent an email saying sorry, the engineering team cant actually get the cable to your property and we are cancelling your order.
It's an absolute joke. This should have been detected at their "preinstall checks". The speeds offered are a dream but they dangled this carrot in front of me for the last few months.
I've been dealing with using my own hotspot from my phone and terrible internet for the last few months waiting for this to just be told sorry no can do.
Their customer service has been okay and nice but the actual product has been a joke for me. bear this in mind when trying to place an order.
I go to their website and it still says hyperoptic is available to your address.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-10-09
- Comments
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Really bad provider!
My wifi is not working since few months now, and when I called to cancel my contract as its a daily issue with my internet connexion and I am working from home, the customer service who was very nice explain that she is not able to cancel my contract as the internet cable connexion is working but wifi no. So I need 1st to try and replace my router ro try everyday to connect via cable and not wifi. Is it really stressful situation as I am working from home, and missing a lot of calls and meeting as I cant be connected, I have started feeling really anxious every day and praying to not have any internet issue at home during my work hours- and this provider don't want to let me cancel my contract. I have all the poofs that the internet speed is really low, but they won't let me just go- I am paying my bills on time and respecting the terms of my contract and even nit asking them for compensation or anything just cancelling my contract but it seems not possible. Can someone guide me here please
- Location
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- Location
- Hammersmith
- Reviewing
- Hyperoptic
- Date
- 2023-10-09
- Comments
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Good service for 6 months. Cheap tariff. Then an outage affecting the whole area that has now lasted 12 days with no sign of repair. No useful response. Just apologies from Hyperoptic. My feeling is that they are cheap for a reason. They don't have adequate manpower or infrastructure to deal with problems in an acceptable time frame. I have learned my lesson. You get what you pay for.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-10-06
- Comments
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The test of an ISP's quality comes when something goes wrong. My internet connection with Hyperoptic went down 10 days ago and has remained down the entire time with no sign in sight of it being restored. And it's not just me, Hyperoptic customers all over my postcode in West London are affected.
The response from Hyperoptic has been shambolic.
I understand outages happen but you would expect a speedy resolution if a company knows what it's doing.
10 days of outage is utterly unacceptable from any ISP, let alone a supposedly award winning one. If your network is that susceptible to catastrophic failure of this nature, and isn't resilient enough to be restored within a matter of hours, then it is not fit for purpose.
Their customer service finally told me today the source of the outage is damage to one of their underground cables. It took them 10 days to find that out and now supposedly they need to wait for a permit from the council to dig up the road and access their own network! Ludicrous.
The poor quality of their network has been completely exposed by this failure. Any network worth its salt will build in redundancy so it can handle a single cable failure of this nature.
I would be less critical if the cable directly serving my property was damaged, in that event only I'm affected. But this single cable has brought down the service for what must be hundreds, if not thousands, of customers.
Hyperoptic do follow the Ofcom compensation scheme, so for every day you're without service you get £9.33 off future bills. That's all well and good but I'm having to fork out money (at a premium) to my mobile phone provider for extra data to stay connected via my phone at home. So the benefit of any compensation is lost. Plus to even benefit from that compensation I have to stay with the company and hope a repeat outage doesn't happy in future. Hey Ofcom, how about cold hard cash paid to customers instead?
I'm now left in the position where I have to sign up for another ISP - locking me into a another 12 month contract - just to get back online. That means going back to good, old ADSL over copper cables or flakey mobile broadband using the 4G/5G network. And when (or should that be "if") Hyperoptic comes back online I'm then stuck paying for a second broadband contract that I don't want.
In the past I always strongly recommended Hyperoptic whenever I was asked about Fibre Broadband, I will never do so again. Speaking to my neighbours, who are also affected, they all think the same and some have already cancelled their contracts.
In short, if you're considering signing up with Hyperoptic then buyer beware - their speeds are fast but their network is not robust and when it fails, its fails bad!
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.