Copy of a complaint I sent them: "I set up an account and arranged installation, and all that was pretty painless. I then got a date of 14th January, and was sent multiple texts confirming this date, one of which I replied to with '1' to indicate that yes, I did want the installation to go ahead the next day (the Tuesday). This confirmation was then confirmed by Hyperoptic, from a number which does not allow the receiver to call or text it in the other direction. I waited in all day and received multiple texts again, assuring me that the driver would be there between 1 and 5, then between 1 and 2:15, which was even better. Around 12 noon I got a text saying the driver was on his way, which I was stupid enough to believe. Moments later I got a text congratulating me on my new internet connection and assuring me that the router was up and running. This amazed me, since no-one had come to my flat or phoned me. I then contacted a customer service rep and explained that no engineer had visited my flat and I had no router, whereupon his first question was "Do you have a connection?" Clearly just reading off a flowchart of common problems. I asked him if my account was now registered as active and he told me the router was indeed responding, just apparently from some other address, which he was learning for the first time; and he did tell me that the one engineer he then asked about the mystery job had replied to say that he had been wrongly assigned to it and it was nothing to do with him. The rep then put me on hold for so long that I ran out of credit on my phone and had to hang up to buy more credit. This first rep never phoned back assuming I had lost connection, he apparently just abandoned it as a prank call or something. The second time I phoned back I got someone else who had no idea what was going on, so I triple checked he had my number and asked him to phone me back when I hung up, since I couldn't just sit on hold, burning money all day. He assured me he would do so, then he didn't. Two failures to phone back. Half an hour later I phoned again and got a third guy, who repeatedly 'double-checked with the team', only to get absolutely no information or contact anyone of any use, while offering no solutions. I then checked this guy had my number and wrung an assurance out of him that someone would phone me back by the end of the day with an explanation. Neither he nor anyone else phoned me back - three failures. (By the way, this cannot be put down to high caller volume, as each of the many times I phoned I was either 1 or 2 in the queue if not connected instantly - maybe most other people knew something I didn't.) I finally had enough and contacted yet another person around 5pm, this one very willing to help but also confused as to what was going on. She attempted to check what had gone wrong and got nowhere, so she then asked if it was OK if she maybe contacted me back on the Wednesday after she maybe got in touch with the engineer who maybe might know what had happened, and of whose identity neither she nor anyone else on the team had any idea. I told her this was not OK, after a whole day of being messed around by Hyperoptic employees who completely failed to do anything they said they would do, and instead told her that unless someone contacted me within the hour to confirm that the _correct_ installation would take place the following morning at the _correct_ address and for the _correct_ customer, I would be going elsewhere and putting in a complaint about your company. Obviously I was not contacted back (imagine my surprise), hence this complaint. Your engineers repeatedly contacted the right number to set up the right modem for the right account on the right day, then managed to install it at the wrong address... That's amazing. And your customer service people are mostly clueless and lazy, unable to return a phone call they promised to return, or to contact anyone else who works at the same company, other than the people sitting in the same room - what use are they?"