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

“No internet for two days. Multiples calls , emails , tweets but no response on status of fault and when service will be repaired. Just renewed contract recently so can’t cancel without hefty penalty but this rubbish”

Helpful Report

Posted 2 years ago

“My internet has been down for 29 hours and it is still not fixed! I have lost a day of work and now on day 2 of lost work, what is going on?!? As well as no internet, I have no phone as it is a VOIP phone, and no TV too. When I call to complain to a manager they don’t have any available, offer no compensation or any alternatives for people working from home. Very poor.”

Helpful Report

Posted 2 years ago

“Poor service! I need to move home and this company has no coverage there. The bad customer service said I need to give £179 punishments for the cancellation! Everyone has this same situation will get waived at the other company because every company knows that it is not the fault of the customer!”

Hyperoptic 1 star review on 25th July 2022

Helpful Report

Posted 2 years ago

“They claim that I have renewed late and charged me an extra £1.14, I asked for it back and they refused..... that's right £1.14!!!! no customer goodwill, NOTHING...”

Helpful Report

Posted 2 years ago

“Ordered Hyperoptic fibre in London, they confirmed it was available in my area. Throughout the installation process I got sms's, phone calls, and emails that were all inconsistent with each other (an sms would say something is ready, then I'd phone and it wouldn't be ready, etc). The website to book installation didn't work at all and always had incorrect info on the status of the installation. Asked several times to escalate, to be forwarded to a manager, employees would reply, but always ignored my requests to escalate. After 2 weeks, no work had been done. I was told I could finally book a pre-install (not even the install!), but next availability was in 10 days. I told them this is terrible service and they forwarded me to the complaints department, who would contact me within 48 hours. The complaints department never contacted me. After 2 days, I told them to cancel the order and signed up with Zen (which took 15 minutes).”

Helpful Report

Posted 2 years ago

“Extortionate cancellation fees and terrible CS! Iv been with hyperoptic over 4 years and had to move out of an apartment due to my landlord selling up. Hyperoptic assured me on chat my cancellation would cost no more than £150.70 and to contact CS before cancelling to see if possible to reduce. After going to CS they added on another months charge making the total cancellation fee £171.22 their CS agent on the phone couldn’t even explain why the fee had changed from £150.70 to £144 plus an extra month! Iv reccomendd hyperoptic to many people and was a loyal customer but never again!! AVOID”

Helpful Report

Posted 2 years ago

“The worst customer experience I have ever had. Rather than go into the details i'll be brief and to the point. No internet since 1st December 2022 (3 months ago), three engineer visits with no solution. A 7 week wait for them to arrange a fourth. 6 phone calls where I've have had to chase and no resolution date in sight. I would cancel if i could but they are the only providers of fibre in my area. Currently escalating to regulator. STAY AWAY.”

Helpful Report

Posted 2 years ago

“Despite being sold as all singing and all dancing, I've been left far from impressed with this "service". Engineers visited on 31/01 to install in my flat. The router was installed, but the fibre couldn't be used, as "stage 1" need to revisit the downstairs cabinet, as the "fibre is damaged". A few days went by and nothing happened until I got confirmation on 05/02 that it was now working and it worked from 06/02 until 07/02. The router is now flashing red on the internet button and "stage 1" need to revisit. After waiting on hold for around 28 minutes, I get through to complain but they've misunderstood and sent out an engineer to my flat again today, when it is a DIFFERENT TEAM needing to attend. Sheer incompetence so after 9 days, still no consistent service. I really would avoid.”

Helpful Report

Posted 2 years ago

“I wouldn’t recommend this company very bad bad customer service I had issues with land line and they could not fix this issue as the deny there is a fault I do not get any incoming calls from outside to my landline”

Helpful Report

Posted 3 years ago

“I've been with Hyperoptic for years and have recommended them to many people which is why I now feel a sense of guilt. There have been a few occasions where the service has gone down unexpectedly and that's totally fine, no service always works perfectly and whenever I've called the people have been polite and helpful, and the issue was resolved quickly. On the last occasion however ther service went down due to a battery failing (the backup didn't kick in/hasn't been replaced) which led to over half a day without service when it is something that could easily have been prevented, and most recently, on Christmas day itself the service went down. It was the first time in 2 years my family have been together due to the pandemic, and I'd been planning to host virtual parties and movie sessions and games with extended family who couldn't be here due to the rules. When the connection went down I immediately called customer service and don't think I've ever spoken to a more apathetic person. They couldn't have cared less, explained they had no information, advised I'd get an update via text (9 hours later, still no update), advised there was no ETA and I'd just have to wait. All my of Christmas plans came to a halt, I've had no update from Hyperoptic, I can see from twitter someone else's account has gone down hundreds of miles away, and I'm currently calling (40 mins on hold) to try and find out what's going on. Hyperoptic used to be the #1 service I'd recommend, but in increasingly uncertain times (working from home, relying on an internet connection to host parties or catch ups) you need reliability more than just speed and I don't think Hyperoptic focus too much on the latter. Unfortunately I'd recommend people look elsewhere; Hyperoptic are just getting worse. I still don't know why the service went down, and is **still** down, but it ruined my Christmas plans which had been two years in the making and the customer service couldn't care less. Avoid.”

Helpful Report

Posted 3 years ago

“I would give 0 stars if it were an option. I enquired about having hyper optic installed at my property 8 weeks ago. 2 full days off work and over 50 phone calls later... no internet. The company is completely incompetent- will arrange installation and then not show up, will send only two contractors to send out a 3 person job (hence why I was told I had to wait so long for an appointment). Absolute shambles of a customer service department - constantly promised call backs that never happen. AVOID AT ALL COSTS! I’ve told them to close my account and I’m going with BT.”

Helpful Report

Posted 3 years ago

“If for any reason you are not 1000% sure that you will going to complete your contract period avoid at all cost. They charge you £20 per month for each remaining month on top of a 30 days notice you have to provide so if you have 5 month remaining get ready to pay £100 for the privilege of not having internet (in my case was 80% of my remaining contract). All this just for turning off a switch. If you think you will move your contract to your new address or atleast they will be reasonable if they are unable to provide the service to your new house then tough luck in the likely case they don't service your new house they still charge you the entire amount. So if you need some flexibility in your life and there is even a slight chance you will move house in the near future then Hyperoptic is not the company for you.”

Helpful Report

Posted 3 years ago

“So bad and so frustrating”

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Posted 3 years ago

“Great one with less cost”

Helpful Report

Posted 3 years ago

“Hyperoptic are complete hustlers and scammers. Beware! Don't go with them. The internet has been off for weeks. They say there is £8 compensation per day. But it's not true. I have never had a penny. Be careful, because they charge you for FREEPHONE NUMBERS! YES! I only use it to call my doctor and the hospital, which is free of cause. BUT NOT WITH Hyperoptic. No! just had a massive bill for FREEPHONE NUMBERS! Disgusting!”

Helpful Report

Posted 3 years ago

“Hopeless, useless, wasting money. It's not unlimited service, It's actually unlimited service interruption. Even you raised a ticket, no one will response or perform checking onsite or offsite. No matter how much you pay.”

Helpful Report

Posted 3 years ago

“Great bandwidth. Unfortunately poor customer service. It’s the second time that they have given us 2 weeks notice for planned maintenance. As someone who has to work from home, their planned maintenance/outage during office hours can’t come at a more inconveniet time. We have begged them to either carry out the work during out of office hours or weekends, but they were not willing to change”

Helpful Report

Posted 3 years ago

“On one hand the customer service and broadband service provided are very good, however I moved home due to finances and Covid and Hyperoptic were unable to supply me in my new home. They charge an extortionate cancellation fee where other companies were understanding and let any charge required disappear, not Hyperoptic. Would not have minded if they could have provided broadband for me and I failed to take it. This has left a sour taste in my mouth and would now never use Hyperoptic again. Be careful if you rent, or your finances change. always sign up to the monthly contract. Update from response on TrustPilot Have now had a response from a Hyperoptic , so much for the -we don’t want you to feel this way and will reach out to discuss email as in their response, but more a justification email full of terms and conditions. More a tough luck email. Nice empathetic company in these times.”

Helpful Report

Posted 3 years ago

“I believed their hype and moved from Sky in May 2020.... worst decision I have ever made. 7 outages since July last year, each lasting just under the time where I’m entitled to compensation. Appalling service and will be leaving the minute my contract is up and going back to a company who actually provides broadband professionally!”

Helpful Report

Posted 3 years ago

“Every year the same history! Yes, every year if you want to renew with these guys you better just CANCEL the service and become a NEW CLIENT. Trust me! This time I'm just shocked, I decided to try replying the renovation options email and I actually could get Jovana to agree with the "management" to give me 150Mbps for £25 a month (that's a £4 discount goodwill gesture that they applied on my account). After 2 weeks I decided to check if I could instead go with 250Mbps that is £3 extra a month. Do you know what the "management" said? "No Felipe, if you go with 250Mbps you will lose the £4 goodwill discount, which means you will have to pay £7 extra a month!" Yes, that's Hyperoptic but now I'm in a horrible situation, I have 12 months with them and will need to wait that to cancel it again and become a new customer and pay £20 a month for 150Mbps, or even less if you count the cashback with Quidco for example. CANCEL every year and become a NEW CLIENT, that's the only way to go with Hyperoptic.”

Helpful Report

Posted 4 years ago

Hyperoptic is rated 1.2 based on 102 reviews