Hyperoptic Reviews

Name: Hyperoptic
Rating: 1.19

1.2 Rating 122 Reviews

4 %

of reviewers recommend Hyperoptic

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Metrics

1.2

Based on 122 reviews

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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Hyperoptic 1 star review on 31st July 2023

Anonymous

Hyperoptic 1 star review on 25th July 2022

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

“13 weeks after the initial call to change company (why did I decide this??!), 30+ calls and 4+ hours in the phone with them, there is still no service in this house.”

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Posted 1 year ago

“I wish I could give this disgraceful company lower than 1 star. Their customer service is the worst I have ever experienced. Their staff are rude and just talk over you, whoever trained them needs to be fired! They are also very incompetent, I called their "customer support" line and was told something different every time I called. Each "advisor" providing contrasting information, one of them even suggested I google the problem myself!! They sent out an engineer to my flat who didnt even work for them and turned up without the correct tools for the job! They didnt even apologise for wasting my time. They price is a rip off. PLEASE PLEASE AVOID THIS COMPANY AT ALL COSTS”

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Posted 1 year ago

“I have had an awful experience with them. When I reached out to them after the contract ended to downgrade as I DID NOT NEED that level of internet, they argued with me that for the same price, I can have faster internet and that it was a better deal. I was not told that this was another fixed-term contract. However, after I agreed to it they sent me the T&C so that I could not get out of the contract. Now when I am moving home and they are not available at the new location - they are forcing me to pay the remainder of that contract up-front. Although they are the ones that have determined it's not financially viable to provide internet at that location. Absolutely appalling behavior towards the loyal continuous customer... especially during the cost of living crisis. I would not be recommending them to anyone I know.”

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Posted 1 year ago

“Just wanted to share my recent frustrating experience with my ISP, Hyperoptic. I've been with Hyperoptic for about 4 and a half years and until now, they've been fairly decent with minimal outages and resolved within a reasonable timeframe. Though I believe that what really shows a service's worth is how they act when there is a reasonable impact and Hyperoptic have been incredibly bad in that sense. On the morning of May 20th our internet was completely out. This came at a terrible time for me as I'm in the middle of an important work-related certification online bootcamp. I've been forced to use my limited mobile data, which is running low and is causing my course to lag or disconnect at times. Hyperoptic is insisting that they can't send an engineer until May 31st. That's a 12 day outage, is it just a post covid thing that generally slowed response times down? They claim this is pretty standard. Furthermore, there seems to be a pattern where after an engineer visit, a new outage occurs elsewhere in the building. I reported this to Hyperoptic, but they seem to insist that it's a "isolated incident". It's clearly not isolated as I've confirmed there are other residents with the same issues in the same building that utilize the same patching switch. As I understand it, in the beginning of May there was a general outage, some users were impacted. An engineer came to resolve the issue and other users that previously had no issue had outages. Another engineer came to fix their internet and at the very least 2 of us are now out of internet. I find it hard to fathom that it's an isolated incident and it's not just a negligent engineer that's not fixing the root cause or causing impact which attempting to fix others. Meanwhile, I've heard from another resident that there was an engineer on site yesterday to resolve an issue of their neighbour with what sounds like the same issue. Hyperoptic had told me that they requested an earlier time slot and their scheduling team denied it twice. Seems like they have an incredibly poor scheduling processes in place. Overall, I've been disappointed with Hyperoptic's handling of this issue. It's made me consider switching ISPs. I believe the true measure of a company is how they handle problems, and so far, Hyperoptic hasn't been impressive. Just thought I'd share this for anyone thinking about using Hyperoptic. It could save you some hassle.”

Helpful Report

Posted 1 year ago

“Terrible customer service! Been waiting over 2 years to have their service activated in our building. They never provide an update, never call back and no response to emails from Customer Service. Truly awful company to deal with.”

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Posted 1 year ago

“The moment you have a problem, they take forever to repair. They are very nice on the phone but totally helpless in solving issues quickly. As a business, we experienced our 3ed time with no internet for over a week causing us massive losses. Hyperoptics call center is based overseas and the company is managed terribly, I regret ever signing up with them.”

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Posted 1 year ago

“I called today to try to open a new account with this company, the customer service person I spoke to was so unhelpful. I told them my address and because my building was a factory before a lot of flat are not showing, I try to explain to him that they are a lot of people that have the Internet from hyperoptic in my building. The customer service person told me i cannot see your flat you cannot have internet from we do not cover your area!! I explain that he can enter the address manually as many people that leave here have the internet he said we cannot help you and hang up. whoa, fine if you do not want any customer fine i stay with virgin then!!! great customer guys carry on like this and you company will go bust lol!”

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Posted 1 year ago

“I quote the sale manager Richard Smith : "I GOT BIGGER FISH TO FRY". If you're a small business, apparently you're not worth the time for Hyperoptic, I have dealt with many suppliers, never had single customer manager say something like to me. The ironic part is Richard reached us in the first place, we did't beg him to take our money, suggest you all to avoid Hyperoptic business broadband”

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Posted 1 year ago

“I have had hyperopic for 3 weeks - every week I have woken up with no internet. Calling customer service is like banging your head against a brick wall. I have never experienced such incompetence, rudeness and inappropriate behaviour across the board. They simply refuse to listen, or send out a technician to support you with issues. For complaints you simply get an email - which remains today unanswered. my advice - stay away. It promises great speed - but leaves you with a headache. Im returning to Virgin.”

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Posted 1 year ago

“Since the installation, I was expected to have Fiber Optic deployment and it appears that it was Cat5e to the door and then to a very old Router made by Nokia which does not support Gig Port. my speed was promised 500MB up and down, and I receive 211MB down so far. Very unsatisfied and unhappy with the outcome. during the day while I am on Netflix, it is buffering every certain time. and more of that”

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Posted 1 year ago

“Horrible service. Internet went out contacted them straight away, the could not connect to modem. Said they would call back and they never do. Almost a week now, they said they would send out someone and they never show.”

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Posted 2 years ago

“we dont have internet since 4 days and we are working from home. and when we talking to the service provider they are saying they don't know when they can provide the service. they have to understand we are working from home and we are going to loss our jobs if this is the case. And the customer service are very rude and they are not providing proper answer.”

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Posted 2 years ago

“I am very disappointed from your service. They broke my internet for a week leaving me not in possibility to work at all as I am supposed to do from home. Customer service is not understanding a d not decent at all. For 32 pounds you have me lot of stress on top of health condition. Thank you for nothing, this is how you treat your customers”

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Posted 2 years ago

“Awful service. Avoid if you can! This is day 54 since Hyperoptic told me that my account would be activated in 15 minutes. I have spent countless hours on the phone with customer service talking to their agents which won't put me through with their supervisors or with the engineers that are responsible for activating my account. Hyperoptic is the only fibre provider to my building, so I have no other choice but waiting. I work from home, so I am losing money every day.”

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Posted 2 years ago

“Awful service never known anything like it !! Still no Internet after 8 days and was told we would be set up in 20 mins shouldn't be allowed to advertise that !”

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Posted 2 years ago

“Absolutely hopeless! Its been 16 days since i placed my order and they have still not sent out my modem or arranged an installation date, despite numerous contacts all they say is dont know… Never in my life have i had so much trouble getting internet… absolutely useless “customer services” dept”

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Posted 2 years ago

“Lost internet connection and can not get through to customer services. It's been a few days and not update about the situation.”

Helpful Report

Posted 2 years ago

“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.”

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Posted 2 years ago

“They install faulty router and have no customer service. Avoid!”

Helpful Report

Posted 2 years ago

“Everything has been connected but no internet , phoned them put me on hold 65 minutes later my call was disconnected this happened twice so tried there chat line that was even worse put in a queue over 90 minutes later when I was next they said had lost my chat so I should start again this happened three times . So I emailed customer services no response so emailed another four times finally got a response saying we’re looking in to it, days later they haven’t got back to me WHAT A DISGRACE !”

Helpful Report

Posted 2 years ago

Hyperoptic is rated 1.2 based on 122 reviews