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

“Moving property? Want to cancel before your minimum termination because they don’t provide a service at your property? You can’t. Pay the exit fee. Although we would be very happy to carry on the service we still had to pay the minimum fee to exit the contract due to them not being able to provide the service. Most internet companies have a ‘No service Clause’ so if they can’t provide internet then it’s fair you can go but Hyperoptic will charge you. So if you are at a risk of moving within the contract - don’t waste your time with Hyperoptic.”

Helpful Report

Posted 4 months ago

“1 star - Repeated Failures, Lack of Coordination, and No Solution in Sight I have had an extremely frustrating experience trying to get my broadband service installed by this company. Over the past two months, I have had four separate failed installation attempts, with technicians citing an ever-increasing list of issues and requirements. On the first visit on July 1st, the technician said it was a "two-man job" requiring ladders and neighbor permissions that he did not have. I was then advised to reschedule, which took an additional 2 weeks. When two technicians came on July 22nd, they said it was actually a "four-man job" that required ladders, roof access, and dealing with a street pole. They also mentioned there were no notes in the system about the previous visit. I rescheduled yet again, and on the third visit, no one even showed up for the appointment. I spent the entire day waiting at home for the technicians that never arrived. Most recently, on the fourth visit, the two engineers informed me that there is no possibility to pull the cable from the pole at the back of the property to my flat. They explained that they would need to install a distribution box at the high street, which could take months, before they could then pull the cable to my home. At this point, I have no confidence in this company's ability to successfully install my broadband service. The lack of coordination between visits, the surprising new requirements cited each time, the complete no-show, and now the apparent inability to even connect my property have been extremely frustrating and unacceptable. I urgently need a reliable high-speed internet connection for both my work and personal life. But based on this experience, I would not recommend this broadband provider to anyone. The service has been an absolute nightmare so far, and there seems to be no clear resolution in sight.”

Helpful Report

Posted 5 months ago

“I have 1 gb fiber and every evening I enjoy speed drops to 0, and 5ghz WiFi goes down a few times a day. When it works it works good, but is unreliable af.”

Helpful Report

Posted 5 months ago

“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 5 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 5 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.”

Helpful Report

Posted 6 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”

Helpful Report

Posted 6 months ago

“RUBBISH SERVICE. A PUSHER COMPANY. NO RESPONSIBILITY”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 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”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 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 7 months ago

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

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Posted 7 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 7 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 7 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 7 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 8 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 8 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 8 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 8 months ago

Hyperoptic is rated 1.2 based on 102 reviews