"Quick renewal"

Nenad was helpful and quick in setting up my renewal plan

"This company shouldn't be allowed to do…"

This company shouldn't be allowed to do business! increase my contract from £23 to £35 and now again to £40. whilst lowering the actual service they deliver. The business model for broadband comapnies in general is all wrong and business like this who have a monopoly in certain locations should be broken up.

"AVOID! They don’t even deserve a star."

They don’t even deserve a star.

On January 10th, I lost my internet connection and received an automated voice message claiming there was a general issue in my area. However, after checking with my neighbors, I found their connection was working fine. The customer service was a nightmare—every call had a waiting time of over an hour, only for them to repeat the same generic response.

On January 15th, I finally received a call to arrange an engineer visit. I explained that I work from home full-time and couldn't afford to wait indefinitely. Instead, I requested to cancel the service and asked for compensation.

Now, it’s February 25th, and they claim they attempted to call within 48 hours, so I’m not eligible for compensation. To make matters worse, they also failed to process my cancellation request and are now billing me for February to March!

Absolute mess and unnecessary stress—AVOID at all costs!

"A huge thank you to Nadja L from…"

A huge thank you to Nadja L from Francis

I needed to set up broadband installation, and as I have medical conditions, my customer service went far and above to make sure that everything was booked for my installation to coincide, so I could have installation set up for my needs.

"Thank you Todor for helping with…"

Thank you Todor for helping with renewal. GRreat and quick service.

"Takes forever to activate"

Their sales team on the phone is great - made sure I got a good deal. Router installation took a week which is OK. Their Repairs team, however, is very slow - my router has been installed for a month but I still have no internet as they need to install a new cable in the building where they already have other customers. The kind gentleman who attended the flat had assured me this would be resolved in 3-5 business days but no luck so far. Customer service takes at least 2-3 days to reply and asks the same information repeatedly so weeks go by without a resolution. Super disappointed.
Edit: I was hoping they would meaningfully follow up ie ask for the CS ticket number but as you can see from the reply, it is all lip service.

"Terrible customer service "

The customer service by chat or email is just so incredibly terrible. Over the phone they are great but who has time to sit on hold for an hour to get through each time? They then say they’ll get back to you and don’t. You then have to either call back to chase them up and wait another hour on hold or use their chat and message system where they consistently close your tickets or case and say that it’s been solved when they haven’t even responded. Some serious lack of oversight from management at Hyperoptic. In my case the member of staff didn’t know how to add parental controls to restrict 18+ content from my 10 year old. She said she needed to ask the person that had successfully done this before but never got back to me. I receive an email closing my ticket and telling me to call them if I needed help. Back to square one after a week of hassle. I don’t have an hour in the day to spend on hold then another hour for someone that doesn’t even know how to block porn and violence from a child 🤯

"Does not put customer at first. No value for loyal customer."

I had been a customer with Hyperoptic since I moved into this property since Feb 2020. In Jan 2024, I decided to sign up for a 2-year contract to lock in to the rate with Hyperoptic, understanding that I will stay in this property for the next 2 years. However, due to a change of circumstances, I need to relocate, with 10 months remaining in my contract. I would move my contract to my new residence if Hyperoptic services that area but unfortunately Hyperoptic does not. I then been forced to cancel my account earlier than my committed period. I understand that I will need to pay some early termination fees, but I am only surprised to be told that I need to pay the full 10 months remaining balance of my contract.

I asked the agent to help me to ask for further reduction in this termination fees, but it was only to reduced to 6.5 months. I was informed that unless my relocation is due to natural disaster, war or deportation only they can offer a larger discount. I was very disappointed about the feedback provided by Hyperoptic. Relocation is very costly and stressful and Hyperoptic is not making it any easier for a customer that has been with them for 5 years. The agent dealing with my case even agreed that the company policy does not support loyal customers.

For those who are considering Hyperoptic, if you are thinking of signing a 2-year contract, make sure you really need to stay on for the full 2 years. Also do bear in mind that when you renew your contract, you are likely to pay a more expensive deal than someone new who is applying to Hyperoptic. I learnt this during my previous 2 renewals.

Updated on 27th Feb 2025:
Following complaint made to Hyperoptic, I was given the offer of 50% off from the original early termination fees. It was not ideal but at least the person dealing with the complaint did make an effort to listen to my request. Overall, my experience tells me that the customer support is willing to listen and try their best to help customers, but their hands are still bound by the policy that was being set which is outside of their control. For the effor from customer service, I increased a star on my review.

"Have recently moved into a new build…"

Have recently moved into a new build where Hyperoptic were already set up within the property. Was told it would be a simple set up and just needed to make an account. This was a week ago and I still have no internet. I have raised numerous tickets, spent hours on hold to customer service and continuously being robbed off and told “the support team is dealing with it” - to be left without any WiFi and no time frame of when it will be fixed when I work from home is unacceptable. I’ve repeatedly asked for an engineer to be sent out to look at why my router is not working and nobody has done so.

I would like you to escalate, can you advise how I go about sharing my details

"Avoid This Company"

Absolute joke of a company. Moved into a new build with Hyperoptic fully installed. Have phoned them on four separate occasions to discuss setting up an account, they said they would call back but never did. Filled out an online request, again no reply. Obviously they’re not interested in setting up new business. Baffling!!