Hyperoptic Reviews

Name: Hyperoptic
Rating: 1.16

1.2 Rating 119 Reviews

3 %

of reviewers recommend Hyperoptic

Company Reviews

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Metrics

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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Hyperoptic can’t cope with the demand. V poor set-up process and long delays. Terrible delays in the installation and activation process so far. It seems Hyperoptic can’t cope with the demand. My advice is allow minimum 6-8 weeks from sign up and get prepared for constant phone calls to chase them. I signed up on 20 May 2024, booked my installation for 24 May, it’s now 26 June and I’m still waiting for the service to be activated. When I signed up on the 20 May 2024, I allowed myself 2 weeks before my current WiFi provider contract expired, thinking this would be ample time due to what Hyperoptic advised and being able to book the installation for 24 May 2024. The initial installation on 24 May couldn’t then happen due to apparantly faulty wiring in the ‘outside’ box by the original Hyperoptic team. After numerous phone calls chasing for an another appointment for it to be fixed and installed, I then had to wait until 17 June. The wiring was finally fixed and my router installed and I was told to wait up to 2 days for my WiFi to be activated. After numerous phone calls having to chase for updates, it’s now 26 June and it’s still not activated due to a backlog and their ‘system’ apparantly showing that I am still waiting for my router equipment to be installed!!! Every time I get through to Customer Services (after a long wait), I get promised that my ‘ticket’ will be escalated again, but it doesn’t seem to make any difference. I’m still awaiting activation. I’m now hugely out-of-pocket as I’m out of contract with my current provider so I’m paying twice my old monthly contract fee, and I’ve spent so much money on my mobile tariff to their helpline. I hate constantly phoning and complaining to the customer service people who are very polite, helpful, apologetic and are trying their best to keep escalating to the systems/activation team, so it’s not fair on them either. C’mon the people at the top who are running Hyperoptic. Get your act together and resolve these issues and stop promoting your service and encouraging people to switch until you can cope with demand and get your processes right. Or at least be honest in your comms and warn customers of the potential long set-up time.”

Helpful Report

Posted 9 months ago

“If you want fast ish broadband and zero help from there customer service team or technical support team then this is the broadband company for you!!! They are horrific so rude and disrespectful there level of help is did you try turning it on and off again after that your on your own. I phoned today as I have been having issues since early March and clearly still on going the fist call today the guy wasn’t interested and didn’t listen and kept talking over me even though I asked politely to stop talking over me and let me finish but nope this was too technical for this guy. After going around in cut for ages I asked to speak with someone else as your not willing to assist me and his reply was if you want someone else then hang up and redial as I’m not transferring you wow! I then asked to speak with a manager and apparently they don’t have managers at this company and when I repeated my request to speak with a manager he immediately hung up on me. I called back and got virtual an identical person on the phone same horrible mannerisms and again no managers apparently and if I don’t like this then email complaints. I would seriously spend the extra money to go with a more reputable and established company as at least then if you had a problem they would actually help you and not treat you like ****! Definitely AVOID this company if you can.”

Helpful Report

Posted 9 months ago

“Same as everyone else. Offer you everything to join then zero aftercare”

Helpful Report

Posted 10 months ago

“If I could give these liars 0 stars, I would. Repeatedly messed around and lied to. Their "Customer Relations" are beyond a joke and simply reply with bullsh$t template responses that don't address any of the questions that I have asked. They do not comply with their own complaints policy. Avoid these jokers at all cost. To be frank, I'm happy that the installation never went ahead as I'd hate to have to deal with them in the event of a problem.”

Helpful Report

Posted 10 months ago

“Over charged for 3 years I agreed to new contract after first year. Only caught the over charge after they raised prices. No wonder they make millions. If I had known they are Russian I would not of used them. After 80 plus emails I have complained to ispa”

Helpful Report

Posted 10 months ago

“I was just about to become a new customer. I had a simple enquiry regarding re-instating an offer sent to my address whose deadline expired before I moved in. I was spoken to by two different agents in a very rough and sterm manner and both refused to allow me to speak to their team leader. I'm so glad I didn't join, they gave such a bad impression, imagine how they'd treat me after I become a registered customer. Awful!”

Helpful Report

Posted 10 months ago

“Possibly the worst UK service provider. I had two experiences in the last two years. Both ended up with me cancelling my order as they left me in the dark not knowing what was happening. Possibly the worst managed service desk. Their UK team lives on another planet. Whilst the team in Serbia are friendly and try to be helpful, the team in UK don’t give a glance to issues that are escalated to them. They are either not available, don’t have a clue, or simply don’t care. A request for a connection has not been responded to since 27th February 2024. Why advertise a service, why send a marketing representative to all the houses in a neighbourhood, why post flyers in all the houses if you can’t provide the service advertised? 2 complaints have been ignored. Days spent waiting for an engineer visit are treated as “your loss” even an email threatening to take the complaint to communication ombudsman and Ofcom have failed to evoke a response or acknowledgement. If you don’t have a pre installed connection at your place avoid them like a plague. I ended up cancelling my order I will never again place an order or recommend HyperOptic to anyone.”

Helpful Report

Posted 11 months ago

“Dreadful company. Awful customer service. Squeeze you for a contract and zero aftercare for technical issues. Their router is rubbish, needs resetting several times a week minimum for us. Rapid reply to emails to get you (re)contracted and no reply to anything else.”

Helpful Report

Posted 11 months ago

“This is the worst company I have ever had the misfortune to have to deal with. We placed an order in November, now into May. On five occasions they asked me to be at home for the installation and on five occasions it did not happen! They wasted 5 days holiday for me. Now cancelled the service, hope never to have to deal with them again.”

Helpful Report

Posted 11 months ago

“I am not surprised by their overall rating of 1 star. It is well deserved. They have poor customer service. They overcharge. Charged me for an additional 6 months of internet after I moved home. When I ended the contract, they returned two years later to request an additional £70. So bad.”

Helpful Report

Posted 11 months ago

“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 11 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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

Hyperoptic is rated 1.2 based on 119 reviews