Hyperoptic Reviews

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.

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. Hyperoptic is saying that they can't send an engineer until May 31st. That's a 12 day outage.

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.

Since, 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. Seems like they have a poor scheduling processes in place.

I believe the true measure of a company is how they handle problems, and so far, Hyperoptic hasn't been good.

We bought the fastest (and most expensive) available hyperoptic package as we were tired with BT's intermittent service. It is indeed fast - but only as long as you are right next to the box. Stroll a couple of yards down the hall to my bedroom and I get less than 0.5mbps download speed. Honestly! Just awful! Does anyone know a provider that can deliver a service in the whole flat?

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

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.

It shows that a lot of these reviews on here are fake. Their service is POOR, POOR, POOR. Don't use.

Hyperoptic installed it, went fine, they arrived on time. Since then the connection has been horrendous. I've challenged them on this and they told me to upgrade. This will solve all of the problems and guess what, it didn't.

In subsequent conversations they were patronising and condescending telling me that walls slow down the connection. From what I know, everywhere has a wall. Then I was told if something blocks it like a wall you can expect really terrible wifi. This is exactly where their engineer installed it, by a wall.

They then said they would do some things to increase the speed, they actually made it worse. Their support team then blamed me, even though everything is all in their hands and said there was nothing else to do, even after they now charge me more and forced me to mail them back an old router which didn't work.

In addition they have now asked me to buy a wifi extender at my own cost.

POOR, POOR, POOR.

I have been a HyperOptic customer for almost two years now and their service is miles ahead of the major ISPs.
With no less than 10 connected devices connected to my home network at any time the internet has always been very fast and incredibly reliable (this includes 4K video streaming on two of the devices and gaming on another with 2-4ms ping)
For the same price as the best package from any of the major ISPs you get at least double the download speed and up to 10x the upload speed.

If you don't have any of their services available in your area do register your interest on their website (and hope they are coming your way soon)

It is going to be a sad day when I move and have to go back to one of the major ISPs for lack of having HyperOptic available

So I've been a Hyperoptic customer for the past 6 years, I've chosen to write this review as we are moving and I will genuinely miss their service. When I first moved into the property we were very badly served by BT, and BT had no plans to upgrade the cabinets that served our buildings. This is where Hyperoptic stepped in and ran fibre to our block of flats.

The installation is very straightforward, the service is presented via a standard Ethernet port that is installed wherever you choose to be most convenient, the engineer was very helpful in this regard and performed a clean and professional job.

I have that connection plugged into a Netgear R7000 and have been enjoying speeds of 920 Down / 910 Up for the past 6 years or so, with no outages that I can think of. Maintenance is always performed at reasonable times and you are given prior notice. I can't comment for the bundled router but obviously those speeds are only attainable with a wired connection. I see about 400Mbps on wireless.

Customer service has always been great, I have contacted them in the past about renewing my contract with existing offers and they have always been quick to oblige, the only one negative is that the price out of contract can be expensive compared to the new customer offers. But ultimately you get what you pay for, and I can't speak highly enough of the service I've received.

I’ve been with Hyperopic since July 2019 after being having to move apartments.
Being able to get this ISP took the sting out the move and signed up with a referral email address on top a summer sale made their 1Gb service very attractive.

Their customer service via Twitter and email is fantastic and actually listen to compared to other ISPs who are just robots referring to routine scripts and they recognise if you’re like someone like me who work in IT Support so knows what they are talking about when it comes to IT and Networking.

Based on my experience in the past 7 months I will not be switching ISPs as I’ve had no downtime, not even a second of it and had nothing but great customer service for any queries no matter how seemingly random or technical the questions are about their service. I was able to order a static IP via email too so didn't have to pick up the phone.

If you are lucky to be able to get Hyperoptic at your apartment and want a referral discount email use the following email address steven@sj2k.net and then during the order process when your asked "How did you hear about us?" select “I was referred” and type in my email address.

Hope this review is helpful and happy to answer questions via email too.

I have only used this service just over a month and I can't belive how fast they are and how cheap the Internet subscription are compared to other broadband providers, the only problem is that Hyperotic is not available in a lot of areas but if you are lucky to have them in your post code then I will recomend signing up, you can also get a free 3 months as the current deal gives me 3 months free and if uou sign up with my refer a friend code C.okwunwanne@gmail.com then you will also get about £25 for free