Hyperoptic Reviews

Signed up with Hyperoptic during a previous rental as they had already been providing the broadband for that building beforehand. My experience with them has mostly been pleasant.

There were a few times the service was shut down for a day due to planned maintenance, but on all these occasions there was clear communication via email almost a week in advance.

As mentioned before my building had already been serviced by Hyperoptic for some time before I rented my flat there, so I didn't have to go through any sort of installation or activation process.

I will say though that the customer service seemed to be a little disorganised. When I was calling to cancel my service at the end of my tenancy and to simply inquire about whether my next address could be covered by their service, I was passed around to various different departments for quite some time before finally arriving at the correct one.

I am writing this review to share my incredibly frustrating experience with Hyperopic Internet Provider. Initially, we booked a service installation and took a day off from work to accommodate their long appointment window. After waiting for several hours with no sign of the engineer, I decided to call them to ensure we hadn't been forgotten. To my utter surprise, I found out that the engineer was not coming, despite receiving an SMS confirmation from Hyperopic that the installation would occur on the booked day.

While I understand that sometimes things go wrong, what followed was even more infuriating. I contacted their customer service, explained the situation, and with the help of a representative, I had to go back to their website to book another appointment. We received another SMS to confirm the new day and window, which we did. This time, my wife took a day off from work to be home for the installation.

Unbelievably, the exact same thing happened again. The engineer did not show up, and we received no prior notice or explanation.

This level of incompetence is unacceptable. If you're considering using Hyperopic, I strongly advise you to reconsider. Their inability to keep appointments and lack of communication are simply not worth the hassle. Save yourself the frustration and choose a more reliable provider.

The internet speeds are quite satisfactory, and the customer service team is friendly and seems earnest in attempting to solve problems. However, I'd advise against choosing this provider if your internet connection is crucial for your work.

The company's organization leaves much to be desired. When signing up, I received contradictory information from different representatives about their services and the signup process, which was concerning. This lack of consistency had me worried about potential issues with our connection down the line, and unfortunately, my concerns were justified.

Recently, two technicians unexpectedly showed up at my place, performed some work outside, and in the process, my internet connection was lost. When I inquired about the restoration of my service, they mentioned they "hoped" to fix it but left without resolving the issue.

To make matters worse, upon contacting the company for assistance, I discovered they had no record of any work being scheduled at my location. This situation suggests a disconcerting level of disorganization, where contractors can interfere with the infrastructure without the company's knowledge.

After spending an hour trying to reach their support line without success, my frustration only grew. The just do not have their act toghether.

Oversold service has extreme latency and slow downs during peak times. Hyperoptic support literally takes months to respond.

I was faced with 20% packet loss during peak times with my download speeds as low as 2 Mbps on a 1 Gbps package!

Absolutely unbelievable with Hyperoptic blaming my equipment when my internal LAN speed test shows my hardware is fully capable of 1Gbps up and down (actually got a new router after leaving them and I'm getting 2.5 Gbps up and down over my LAN).

Hyperoptic will blatnantly lie to you with months to respond. Do yourself a favour and immediately raise a formal complaint and get out of the contract ASAP. I was naïve thinking they'd actually try to fix it but after two engineer visits they didn't do anything.

Issues are easily verified to be outside the house with tests directly from the ONT facing the exact same issues (bypassing the router).

They also use CGNAT forcing you to pay £5 extra PER month for a static IP if you want to port forward for any hosted services.

I will NEVER ever go back with Hyperoptic and am now with an Openreach provider getting 15-20ms ping lower on League of Legends with 0 packet loss.

Avoid Hyperoptic at ALL costs. If you're with them, get out ASAP.

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.