Hyperoptic Reviews

I called since I had a problem with a bill and it got resolved within the same day even though they had to contact the engineer who had come to my place. And it was a Sunday...

Started well but kept going down after the first month and now I'm down to 30MBs paying for a 500MBs plan!

This review is specific to getting a connection and installation.

I've had a wonderful experience trying to get a new connection set up and a new installation setup as well. I spoke to Nevena and Uros in customer service to get my connections setup, they were clear in the requirements, prices and guarantees around the internet connection and were happy to answer any questions I had.

The setup process was quick and easy and secure. I received emails from the official hyperoptic email before even being asked to provide any bank details. Never have I had such a positive experience in setting up an ISP nor speaking to customer service teams

The engineer was courteous and polite, he did an excellent installation job. Though he was running slightly late, he still arrived during the confirmed installation window and made a point to contact me directly ahead of time to make me aware.
The engineer made sure to make the necessary checks including speaking directly to the building's porter to ensure the job was done correctly.
The service has been top notch so far, I'm averaging slightly above my internet package's advertised speed.

Bad service, the customer service, Doesn't have the power to try to resolve the issues, I been without connection for more than 10 days and they give me the same answer as the technical issues is been resolve but nothing change.
Very frustrating and no management to talk.

I had a good experience with the support team when I had issues with drops and speed, however, when we had to terminate early due to issues with our building we were charged over £240. Apparently this is standard policy and there is no wiggle room. In the middle of a cost of living crisis where people are forced to move due to rent hikes this is insane. Beware!!!

If I could use any other provider, I would. It's taken 4 months to get the service installed. Issues with their systems, can't log into your account, on the phone waiting for 40 minutes to get someone to speak to. They didn't turn up to three separate appointments, with no notice. Leaving me trying to chase them to see what's going on.

Now they are arguing against paying the Ofcom automatic compensation and I am wasting more of my time having to battle with this.

Probably an OK service if you never encounter any difficulties.

Was excellent and engineer was brilliant

Fastest connection installed within 2 days of booking. Speed compared to another broadband was high and cheap price.
Leo Ryder is 13422 engineer did a clean installation. He was professional and he knows what he was doing.

Good internet and excellent customer service :)

The online service needs work with disconnecting chat the process of having to activate router is not communicated well but I can’t fault engineer Jellisa who came out to install router and connect up - she kept me informed and stayed in touch to make sure everything was up and running

Excellent service

Really happy the way engineers carried out their job. No mess during or after the completion. And on the top of that no waiting time for the installation.

Great service

I have been forced to cancel my installation due to Hyperoptic's rubbish service. Twice I have been booked in for an installation and twice no engineer has attended. The first time I did not even recieve a call from Hyperoptic's office or any communication from the engineer themself to tell me that the installation would not be going forward on that date (I had to call them). I was then led to believe that some work outside of my property would need to be undertaken and not once, in three months, was I contacted to say this work had been completed. It was only until a cancellation was decided, on Hyperoptic's behalf, that I called up to find out what the deal was. To be told it would now be okay to proceed with the installation at my property. So, everything was booked in again for today 19/07/22 and now again, two hours before my time slot, it cannot be completed due to a "sick" engineer.

I am self-employed and I have taken two days off from work to accommodate for this installation. This has cost me roughly 70% of a year's cost at £37 a month. I am being told "sorry" and asked to take another day off to go through all this again. How does this make sense? If I do, I will have already paid for a year's broadband in days off.

I might not have the speed but I think I will just settle with the good service I know from my current broadband provider.