"Moving houses…"

I am in the process of moving houses and wanted to switch my account over to the new address. Aleksandar Knezevic was helpful in setting this up and offering suggestions on what would be the best package for my needs. I was also impressed by how he explained the terms in a very clear way. I have been happy with hyperoptic for the past few years too.

"Great broadband supplier with helpful…"

Great broadband supplier with helpful staff, especially Stefan G

"The agent I spoke with"

The agent I spoke with - Petra - was very helpful and clear with the information and in answer to my queries.
Also very polite and friendly in demeanour.

"Following the broadband installation by…"

Following the broadband installation by technician Matt (14488), I extend my commendation for his exceptional service. His professionalism, politeness, and meticulous attention to detail were exemplary. Despite encountering installation challenges, he persevered and completed the work flawlessly. His dedication is truly appreciated. Hyperoptic should consider Matt a valuable asset to their team.

"Just renewed my broadband for another…"

Just renewed my broadband for another year, for a lot cheaper and the whole process was very quick! Jovan was very knowledgable and took the time to explain a query I had. Thank you so much - very happy customer!

"Sandra at customer services was very…"

Sandra at customer services was very efficient and got my installation booked without issue. Very pleasant lady and extremely helpful. Thankyou

"Avoid Hyperoptic if you expect fair treatment and basic customer service."

I signed up with Hyperoptic over the phone and provided a correct referral code, but their agent mistyped it. When I noticed the issue and contacted them, they refused to honor the referral reward, despite me proving that I gave the correct code. Only after I threatened to leave a bad review did they suddenly change their stance and agree to issue the voucher.

However, when I tried to claim it, there was a technical bug preventing redemption. I then spent three weeks chasing them, sending multiple follow-ups, only to be met with silence and delays. After all that time, instead of fixing the issue themselves, they told me to contact their third-party supplier—a company I never agreed to deal with in the first place!

This entire process has been a nightmare of incompetence, delays, and shifting responsibility. Hyperoptic is happy to take your money but refuses to take accountability when they make mistakes. If you’re considering signing up, be prepared for poor customer service and a fight to get what you're owed.

EDIT: the 3rd party they mentioned was Giftcloud but I’ve got a reply from Giftcloud saying they do not have any information about this voucher and do not have my email in file and the gift voucher is handled by Buyapowa another third party never mentioned anywhere?! After my comment on trustpilot I’ve now received an automated email for a £30 voucher in place of the £50 due. They also have not replied to the person that referred me since multiple weeks has she cannot claim the referral reward neither due to another bug…

EDIT 2: Still no solution provided 2 weeks after their reply following my trustpilot review

"Really good and easy experience when…"

Really good and easy experience when trying to renew my contract. Dusan Kostic was very concise and helpful. Straight to the point.

On a different note, I'm aware that different customers are being offered different prices and I'm not quite sure why. We, the customer, are more often than not unable to fight these tides.

"Not 24/7 support "

Internet off again, twice in as many days. I must admit the support is good when you can get through but whatever it says on their site their support is not 24/7

"Very good experience right from booking…"

Very good experience right from booking an order to installation of broadband in home. Fast and seamless. Kudos to the customer service team.