Hyperoptic Reviews

Name: Hyperoptic
Rating: 1.19

1.2 Rating 122 Reviews

4 %

of reviewers recommend Hyperoptic

Company Reviews

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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

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“worst customer service, no effort to retain existing customer, instead of trying to keep me, they encouraged me to cancel as they cannot keep me on my current tariff. which business does that, absolutely useless.”

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Posted 4 months ago

“Hyperopic insulation team are very messy they broke into our cubard s and damaged a door dont put things back as they found them said they would fix damaged door been a month now still not fixed”

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Posted 4 months ago

“Worst customer service ever. Placed my order on April 2nd, and 3 months and half later they have not provided the service. If you wonder why I waited all this time, is because every 1 or 2 weeks they been delaying and rescheduling appointments, so when you think something is going to get done it does not, first the pre-install check they cancelled and reschedule it 4 times, every time was a week later or longer, then they said they needed to do some cable works outside the property this was done after 3 appointments, now they say they have an issue to finalize the installation to the property and the engineer can't confirm an appointment after been waiting 10 days from the last visit an 3 months and a half since I placed the order. They just ask me to keep waiting. Ridiculous.”

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Posted 4 months ago

“Do not use these people.i have been without broadband/wifi for 4 and a half weeks.they do not care about customer service.through many emails and phone calls they have done nothing to repair my broadband.my housing estate manager has emailed these people and they just lie to everyone.4 and a half weeks with no WiFi,hours of phone calls and sent emails and absolutely nothing done.they will give you brain damage before anything else.STAY AWAY,CLEAR AWAY from this rogue company”

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Posted 5 months ago

“RUBBISH SERVICE. A PUSHER COMPANY. NO RESPONSIBILITY”

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Posted 5 months ago

“The worst company I have had to deal with. Only signed up because I was told I could have internet by the end of the month. Then once I signed up they went silent. Took three months to get internet. Working from home etc a misery. Dreadful customer service. Don't respond to online customer service tickets. Don't offer information on the phone. Turn up without warning. Offer compensation then don't provide it. The whole thing has been awful.”

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Posted 5 months ago

“Phoned to enquire about cancellation , was told have to pay in full for every month left on contract , but when they're representative visited my home when they were promoting them I was told I could leave at any time without any penalties BEWARE”

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Posted 5 months ago

“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.”

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Posted 5 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.”

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Posted 5 months ago

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

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Posted 6 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.”

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Posted 6 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”

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Posted 6 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!”

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Posted 6 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.”

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Posted 6 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.”

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Posted 6 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.”

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Posted 7 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.”

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Posted 7 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.”

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Posted 7 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 !”

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Posted 8 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!”

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Posted 8 months ago

Hyperoptic is rated 1.2 based on 122 reviews