Hyperoptic Reviews

Name: Hyperoptic
Rating: 1.19

1.2 Rating 102 Reviews

4 %

of reviewers recommend Hyperoptic

Company Reviews

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Metrics

1.2

Based on 102 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
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

“Do not touch this company with a barge pole. They are a bunch of scammers. Terrible cutstomer service and poor accounts department deducting monies from your bank without notice. Deceptive with regards their trial offers and subsequent termination charges ..buried deep in terms and conditions and never disclosed. Join crowd funding to bring them to account.”

Helpful Report

Posted 8 months ago

“extremely poor customer service, its been over 1 month since i have been complaining about a problem with the internet and no response as yet. I have sent at least 6 e-mails and numerous phone calls and everytime they say someone will call you back within 2 days .... over 1 month now still waiting !!!! Word of advice > avoid these cowboys !”

Helpful Report

Posted 9 months ago

“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!”

Helpful Report

Posted 9 months ago

“I was told the wrong information and about the installation and when they booked someone to come they didn't arrive I wasnt told before hand that no one was coming until I spoke to them about it. I waited over a month for someone to come with the wifi someone did come but couldn't activate the Internet they had lots of excuses which made me change my mind and cancel my broadband with them as it was really stressful and upsetting for me I don't want it to happen to anyone else.”

Helpful Report

Posted 9 months ago

“Sign up to Hyperoptic at your own risk, but here is my experience: In September I was out of internet for a full month because they took weeks to send an engineer. I am out of internet AGAIN since Monday (4 days) and still waiting to hear back from Hyperoptic to book an engineer visit.”

Helpful Report

Posted 9 months ago

“Terrible terrible company , lie to you to get you into a contract by saying there will be no charges to move your internet if you need to move in the future, also say there will be no fees if you need to cancel because they can't provide to you where you have moved, then down the line when you have moved they are rude and say it doesn't mayher what they have said over the phone and you are in a two year contract and have to pay ffor a setvixe you cant recieve??? Who has ever heard of having to pay for something that isn't being provided, in no circumstance trust this company or anything their advisors promise to you, the contract you enter into is a completely different thing to the actual reality, and now when I contact them they are just rude, I can't believe they get away with this I am still paying for a service at my new address I can't receive.”

Helpful Report

Posted 9 months ago

“Amazing installment done today by Steve O 14005. He was polite, efficient and very quick. He thoroughly explained the whole process and next steps to getting my Internet up and running in no time.”

Helpful Report

Posted 10 months ago

“Very bad experience. Our new home is supposed to have the service pre installed but unable to get them to activate it. They are unresponsive and unhelpful. I would not recommend this company. Best to stick to the known providers.”

Helpful Report

Posted 11 months ago

“Over 2 months ago my broadband went down had to wait almost 2 weeks to get fix, ever since it bin on and off keeps going down I pay for 1gb and the last week all I bin getting is around 9mb very bad today I got up broadband down again from 10qm it is now 9.30pm still down bin trying to ring up no one picking up so fed up now Hyperoptic has gone from being fantastic service to 0 services”

Helpful Report

Posted 11 months ago

“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.”

Helpful Report

Posted 1 year ago

“Absolutely horrified!!! Team of foul mouthed ignorant guys wakening us up at 8am today shouting and bawling, drilling cables snd ladders everywhere. We live in small studio flats with narrow corridors and had NO idea they were coming let alone gave them permission to drill boxes above our doors!! We will be asking questions.”

Helpful Report

Posted 1 year ago

“I don’t want to hear this companies name ever again. Their practices are disgusting and they are thieves”

Helpful Report

Posted 1 year ago

“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.”

Helpful Report

Posted 1 year ago

“Avoid at all cost. If you have to move home and they can’t provide service in your new location due to lack of cabling in that area they hit you with a termination fee over £300.”

Helpful Report

Posted 1 year ago

“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”

Helpful Report

Posted 1 year ago

“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.”

Helpful Report

Posted 1 year ago

“Big companies installing cables in front of your door without consent!! Also trustpilot allows them challenging the negative reviews. Even when you write back to trustpilot with evidence that your review is legit they still didn't put it back. This means the review ls are not accurate at all...costumers check in different platforms before you choose a service!!”

Helpful Report

Posted 1 year ago

“I would give them a zero, unauthorised work done on block without consent from owners”

Helpful Report

Posted 1 year ago

“***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.”

Helpful Report

Posted 1 year ago

“Hyperopitic does not provide timely customer service Hyperopitic damaged the port to my apartment from their central router during regular scheduled maintenance. The engineer did not follow QA procedures to assure that all the ports were working properly. Now they can only offer to send an engineer to fix the mistake in seven days. I work from home so this is a serious problem. I was not offered a way to access internet, expedited service since they caused the problem just a £27 compensation. That is not material for the loss of service, inconvenience and lack of solutions. Oh yes, I did get a mealy mouthed form email apologizing for the inconvenience - unsigned because whoever sent it must be ashamed to affix their name.”

Helpful Report

Posted 1 year ago

Hyperoptic is rated 1.2 based on 102 reviews