"Great Installation by Adam and Brandon, but Delayed Process"

I recently had my internet installed by Hyperoptic, and while the installation was done excellently and quickly by Adam and Brandon, the entire process took two months. They initially mentioned they were already in the area, which added to the frustration of the delay. However, I want to express my gratitude to Adam and Brandon for their outstanding work—the internet is now working perfectly!

I give Adam and Brandon 5 stars for their service, but I can only rate Hyperoptic 3 stars due to the lengthy wait time.

"Filip Bertran demonstrated great custom…"

Filip Bertran demonstrated great customer service and understanding of what needs to be done. Respectful and polite during the process.

"Amazon e-gift is missing"

Amazon e-gift is missing, follow up with customer service by phone, by messaging, and they asked me to wait....... more than a month (14 Jan. - 23 Feb.)

Very upset with their service.

Account number 000001011650
Please send the e-gift card to me, thanks.

"Good connection and very nice support…"

Good connection and very nice support team, thanks Dusica.

"The Worst So Far"

Within the first two weeks I had 5 ‘support tickets’ running due to repeated failures in service.
I spent over 1 hour on hold on the phone line, on the first day. This continues to date with hold times of over 20 minutes until I give up waiting.
The online system takes days to get a response.
They took money via direct debit for items that were ‘sold’ as being free in all the literature, and when I finally got an answer on the phone was told they would provide ‘credit’ on the account. After insisting on the cash refund I was told it would take 30 days!
Not even once has anyone ever offered an apology for any failure.

"Hyperoptic Service Claims are just Hype"

I return to London on Saturday morning. I have no internet service. I check the usual stuff. I call the Hyperoptic "help" line. It is confirmed that I have a hardware issue and an engineer needs to visit. The next available slot is next Tuesday. Meantime ... tough, can't help you. So, I pay for 24/365 service but the actual service is ... whatever they choose. Ironically, My Account dashboard shows that the service is "green". I'm sure that helps with their statistics. When I saw that, I called again, but the wait time is their version of 20 minutes; life is too short to be dealing with the oxymoron that is "Hyperoptic Service".

"engineer Anthony D 14651"

The engineer Anthony D 14651
arrived on time was helpful and polite
and did a very clean job installing the Hyperpotic system

"Very efficient customer service"

Very efficient customer service. Nothing comparable to Virgin's poor customer service. Thank you HyperOptic, you're a breath of fresh air seriously!

"Don't be fooled"

Don't be fooled. The worst decision I made was to join this lot. After installation god help you if you have issues. Customer service is diabolical. You wait up to an hour to speak to someone and as happened this morning, they hang up on you. Been without connection for over a week because of a flashing pon light and they still can't resolve it. Shambolic company.

"Incompetent , unpunctual engineers . Badly run company "

Took a morning off work (unpaid) 13Feb 25 but engineer turned up in the afternoon instead . No apology given . He then drilled my wall without scanning for metal plates causing wall damage . Again no apology given. He just said ‘ These things happen’ . Had to take the whole day off work because of the delay . Then another half day off work for the builder to repair the damage the following day. Internet still doesn’t work today despite scheduling another engineer visit . Booked a new appointment for this afternoon for engineer to fix problem . Took half a day off work for that (unpaid) too but was let down last minute via email saying that engineer was sick and that the next scheduled appointment would be the following Monday . Very disappointed with how inefficient and inconsiderate their employees are .