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.