Hyperoptic Reviews

Name: Hyperoptic
Rating: 1.16

1.2 Rating 119 Reviews

3 %

of reviewers recommend Hyperoptic

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1.2

Based on 119 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Avg Email Response Time	51.86 minutes

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I recently moved to the UK and signed up for a 2-year internet package with Hyperoptic, which included 3 free months. After placing the order online, I never received any email outlining the cancellation terms or conditions. Unfortunately, after 4 months, my company closed, and I lost my right to work in the UK, forcing me to leave the country. I reached out to Hyperoptic to explain the situation and request a cancellation. To my shock, I was informed that I needed to pay £765, even after a 20% discount. This was incredibly surprising, as I was completely unaware of such steep cancellation fees. I asked for a copy of the original order where these terms were specified, as I had not received any prior communication about them. Despite providing proof from my email inbox that I had not received any relevant documents, I was later directed to fine print buried at the bottom of the website – something that was extremely hard to find. I offered to pay for the 3 free months, considering I had already used the service, but this was outright rejected. To this day, it remains unclear what exactly I was being charged for. The entire experience left me feeling scammed, as in no other country have I encountered such opaque and unreasonable practices. I would strongly advise anyone considering Hyperoptic to be extremely cautious and thoroughly search for the hidden terms before signing up. This situation has been both stressful and disappointing, especially during an already difficult time.”

Helpful Report

Posted 1 week ago

“I wrote to Hyperoptic twice this morning, complaining that my inbox is being spammed by their support team. I've had about 50-60 emails in the last 12 hours, about planned maintenance. The support team aren't listening to me and are just replying with a generic email like the below. WHEN ARE YOU GOING TO START LISTENING TO YOUR CUSTOMERS???? Their reply: Dear Martin, Thank you for letting us know. We're sorry about any inconvenience caused. Please keep in mind that this planned maintenance is to ensure the longterm stability of our network, and improve our services going forward, giving a better experience to you and all customers in the area. The scheduling of these maintenances is influenced by a variety of factors. It is a matter of not just Hyperoptic's availability and resources, but also permits, third-party contractors, civils work that needs to be done. As such, this is meticulously planned out several weeks in advance.  As such we do want to keep you informed, rest assured that the emails should cease once the maintenance has been completed.”

Hyperoptic 1 star review on 3rd April 2025

Helpful Report

Posted 2 weeks ago

“If like me – you will only discover how poor Hyperoptic are - when you have to deal with them with an issue/problem. Their customer services are polite, but are so rigid and stubborn with their process scripts, you will often find they are just no help at all. You may just as well speak with an android or AI. In addition – you have to wait 30 mins or so to speak with customer services, then you are placed in a further queue for technical support. I had problems last year over a loss of service, which took over 2 weeks to be fixed. We have no Openreach fibre, so I am forced to have Hyperoptic as my ISP. I requested an upgrade from their fast package to superfast. I don’t believe my upgrade service was ever provisioned, as speeds stagnate with my basic package, however, in true Hyperoptic style, from my experience the problem is always at my end, and never Hyperoptic’s issue. Their expectation is on me to do countless testing, both wired and wireless, provide details of my speedtest they want details of computer memory, RAM and CPU, complete ridiculous behavior for a layman. As a customer to request an upgrade should involve a seamless service upgrade, the very least a technician appointment to provision, and not to have all the hassle this past month, with no signs of progress.”

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Posted 3 weeks ago

“I've been a Hyperoptic Customer for the last 18 months and have had great broadband since then. However I find it outrageous that when you need to move house and no longer require service (and they do not provide service in so many locations in london, so I cannot transfer my service elsewhere) then they charge the full remaining contract value for a service I will be unable to use. 400 bucks to pay out for something I wont be able to use and for which they will be giving me nothing in return. Fun. Read your contracts folks.”

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Posted 3 weeks ago

“Constant outages. Had full days of outages on numerous occasions. Customer service could care less and terminate calls on more than one occasion. Don’t bother you’ll be disappointed and inconvenienced if you need your internet to work from home or anything and there’s always an engineer needing to come out but yet no permanent fix for the outages.”

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Posted 3 weeks ago

“I am an Hyperoptic customer and I have been without internet for over a month now because my cables were vantalized. I have been trying to get some feedback when the line will be reinstate for weeks now. Terrible”

Helpful Report

Posted 1 month ago

“Would NOT recommend - Still no internet after 3 weeks. The most horrific service and customer service I have ever experienced. I have been without internet for 22 days now. I have spend over an hour each day speaking to them with no one able to help, escalate the issue, put me through to the departments supposedly dealing with my issue. They deleted my account, asked me to set up a new one, took all of my bank details and told me everything was up and running. When I returned home from work the issue was in fact not resolved and I went yet another week with no internet. Today I phoned and the gentleman on the call said they had deactivated my account, no one has reached out to tell me that or provide an update, when I then expressed my frustration and concerns and asked him to provide me with more details he hung up on me, despite me having to wait on hold for over 30 minutes to even put through. It's so frustrating and upsetting, Iv not been able to work from home, my ring door bell hasn't been able to work, cant watch smart TV or even have music as no WIFI. It's been horrendous, and after 3 official complaints not a single member of the team has reached out to me to discuss the issues. so After 22 days still no internet. It's a disgrace.”

Helpful Report

Posted 1 month ago

“Broadband never worked.Sam engineer came to install router.He had problems with it and contacted his centre.He managed to get it working for 10 mins then left.Telephoned him and was told to wait 30 mins for it to connect.Gave it 1 hour nothing.Rang him again no answer.Rang customer services who said broadband was working!!! Cancelled contract and reverted back to Talktalk.More expensive but it works.Cant even get a return package for the router online there system isn't working!Make your own mind up about this company!”

Helpful Report

Posted 1 month ago

“Impossible to book an installation. Website for bookings down since 2 weeks and not getting fix. They do not respond to emails, and are pretty unreachable on the phone. You can wait one hour on the phone to then have your call disconnected and no one calling you back. The most awful customer service I have ever seen. Although Three is pretty bad as well, but I would say Hyperoptic is definitely worse. The problem is all internet providers in the UK seem to have agreements between to keep their services extermely poor and save on costs. So, ironically while this is London one of the first cities in the world, it's impossible to get a decent internet connection no matter which provider you chose.”

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Posted 1 month ago

“Signed up for 1Gb package on 24-Jan. Got installation booked for 29-Jan. Installation failed so got booked an Advanced Team visit for 10-Feb when the guy walked off the job without doing anything. Second visit booked for 24-Feb and this time nobody even showed up. Nearly one month later I still don’t have a working broadband, no ETA for when it might be finally live, support cannot escalate the case to anyone with higher authority so I’m told to continue waiting. In the meantime, my old broadband provider now terminated my connection as it’s been a month and I’m having to spend money on temporary mobile broadband solution to keep my property connected. If you’re considering joining Hyperoptic, then be mindful of my ongoing experience. Official complaint filed CS0207573 - awaiting response.”

Helpful Report

Posted 1 month ago

“Ongoing issues since day one. Buggy connection, drop outs, unstable. Multiple calls to tech support each over an hour. Clearly a problem they don't want to admit to, but they won't make it easy to leave. Highly unprofessional - stay away and don't be tempted by claims of higher speeds and cheaper monthly service.”

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Posted 2 months ago

“I am beyond frustrated with the WiFi service I’ve been receiving. I’ve had no working WiFi since it was installed on Friday, and it’s now MONDAY!. I’ve called multiple times, only to be given generic troubleshooting steps that don’t help at all. My job depends on having a reliable internet connection, and I am literally losing income because of this. It’s incredibly inconvenient and unprofessional to go days without a working connection, especially when this is a service I’m paying for. I’ve lost valuable time trying to get this resolved, and the lack of urgency from customer support is maddening. I would NOT recommend this service to anyone looking for reliable internet. Resolve this now. I also want an upgrade Account number - 000001095531”

Helpful Report

Posted 2 months ago

“Customer Service, communication is non existent. At first all was 100% with contact.. now waiting on hold for over an hour is standard, only to be cut off. Emails remain unanswered Text updates are again non existent. Wake up Hyperoptic.. Respect your customers.”

Helpful Report

Posted 2 months ago

“Worst provider there is!!!! Hyperoptic. You really are the worst provider!! And I wouldn’t use those term provider. 7 weeks, nothing but problems and no internet. Ridiculous amount of calls, 3 broadband routers, being left on hold by your RIDICULOUS customer service team for an hour. Then having the next one laugh about it!!! Hours and hours of my time wasted! And you expect me to pay you for the pleasure!!! You try and speak to the “team” and when you tell them how unhappy you are they put the phone down!!! Joke of a service!! STAY AWAY FROM THESE PEOPLE!!!!”

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Posted 2 months ago

“A disgusting unethical company. I have previously been with this company for over 5 years but had to relocate to an area which they do not service. I had the same experience as a previous post with regard to an early termination fee. I stupidly agreed to a 24 month contract to "upgrade" from 50 mb to 100 mb, a speed which was rarely achieved. I am having to terminate the contract about 5 months early but they are requesting a £150 early termination fee. This is a sickening and disgusting way to treat a loyal customer. I am a pensioner on a fixed income and being asked to pay this penalty which no other provider of services (including the David Lloyd gym who have been great) has asked for. I emailed the CEO a month ago about the unfairness of this clause, but haven't had the courtesy of a reply. What a gross, typical example of unethical, corporate greed. Please avoid this company. There are much fairer ones out there.”

Helpful Report

Posted 3 months ago

“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?"”

Helpful Report

Posted 3 months ago

“**Most Disappointing Customer Service Experience** After relocating, I requested an early termination of my contract. However, I was informed that the remaining balance due must be paid immediately. I requested that customer support terminate the connection at the date of the current contract to avoid the lump-sum payment. Additionally, I asked customer support to cease the service at the end of my current contact to ensure that I was not charged any additional fees. Despite my requests, the contact was not terminated at the specified date. Furthermore, no records of our conversation have been maintained. The customer support team is located in India, and their communication was characterized by rudeness and a lack of professionalism. The English language proficiency was also questionable. I was informed that I would receive an email with a link to submit a complaint. However, no such email was sent. Furthermore, I was charged an additional £50 for a 30-day period after the expiration of my current contract. Given these experiences, I strongly advise against doing business with this company.”

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Posted 3 months ago

“Everything That Could Go Wrong Went Wrong - Hyperoptic attempted to send me the router but failed to include my address on the package - Royal Mail returned it to the sender - They activated my service and started charging me, claiming the router had been delivered - I called customer service to cancel and was assured there would be no charges since I was within the cooling-off period - Despite this, they sent me an invoice for a "monthly service charge"”

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Posted 3 months ago

“Didn’t receive the voucher I was promised and when I tried to ask for it they said they had emailed it I asked for the email they said that they can’t resend it”

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Posted 4 months ago

“Last year I got offered an unbelievable deal that I could not refuse. Just before christmas I got offered free internet for a year. It sounded too good to be true. I must clarify that I don't normally fall victim of scams; but my internet contract at the time with another internet provider was coming to an end and I took the chance. They told me that the next step was to obtain permission from the other freeholders so that they could install the equipment and connect me as soon as possible. As this was just before the christmas break, I had to rush to get this done so that I could get connected soon in the new year. The new year arrived, and with everything in place, I requested a date for the installation. Dates were not given and I only got vague answers. Since my internet contract with my other provider was coming to an end, I had no choice but to cancel everything with Hyperoptic and look elsewhere. However, a month ago, almost a year later, I came back home to find that Hyperoptic contractors were installing the equipment outside of my property. An ugly gray box and several meters of cables were installed without my permission. They didn't even knock on the door. They just turned up, put up ladders, and installed everything. I have now complained numerous times. The complaint is handled by a large number of customer service representatives. The last one told me that they hire contractors to install but not to remove. I told them that was not my problem and that the equipment needed to be removed. I'm still going around in circles and equipment has not been removed. I experienced misleading sales practices and a failure to honor cancellation. I warn everybody to stay away from Hyperoptic.”

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Posted 4 months ago

Hyperoptic is rated 1.2 based on 119 reviews