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

“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.”

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Posted 2 years ago

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

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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 !”

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Posted 2 years ago

“Be warned - Do not use!! They advised that the property had Hyperoptics already installed (New build). This was not true. Subsequently despite dozens of phone calls they could not even provide a date for an engineers attendance! Customer service is inept and either unable or unwilling to assist! Cancelled and had Virgin installed within days!”

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Posted 2 years ago

“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”

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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.”

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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

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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...”

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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).”

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Posted 3 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”

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Posted 3 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 3 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.”

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Posted 3 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”

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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.”

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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.”

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Posted 3 years ago

Hyperoptic is rated 1.2 based on 119 reviews