"Nadja has been very helpful with…"

Nadja has been very helpful with booking the installation and dealing with my order. She is also very patience explaining every thing and each step I needed to take.

"It took some time, but I think I'm there!"

Every human I spoke to was friendly and helpful. It did take, however, around 3 months to get here. I've had service for 2 weeks, and it's good -- I seem to get 80%+ of the speed I'm contracted for, with very low latency (it says 1ms at the moment). So, with fingers crossed, I'll say the people are very good (and they are people not bots!), the service is very good, and the processes around installation fall apart around the edges (hence the 3 months from 1st visit to live service). I'm glad I changed providers.

"Avoid… 2+ weeks now for installation "

Unable to finish installation for 2+ weeks now even after daily calls, emails and one engineer visit. Stuck with them as building uses hyperoptic. Support used to be great (used them for 4+ years from 2018 to 2022) but staff is rude and horrible now with most support staff unable to provide proper updates.

Update 1: spend 1 to 1.5 hours every day mostly on hold or reintroducing to different teams one after the other being asked to switch the router on and off

Update 2: they say they have activated it and have now started charging us - with no internet connectivity

Update 3: 2 engineer visits planned for 2 different days this week - cancelled with less than 24 hours notice

"Today"

Today, I received 5 stars service from Alex K. From customer support of Hyperoptic.
This person is politely, friendly, and great attention to the customer needs.
It is those rarely experience I lived.

Thanks Alex, all the best.



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"Capable, friendly, fast"

David gave me perfect phone instructions as to how to connect my PC to their network. Friendly, patient and always polite; he's just another example of the great service that Hyperoptic always provide.

Most impressed!!

"Petra was very professional when she…"

Petra was very professional when she called me regarding an upgrade to my current plan, she was very informative and a pleasure to talk to.

"DO NOT USE"

I’ve just gotten off of a phone call in which I was placed on hold for 15 minutes whilst my account was “reviewed by managers”. Essentially I’m moving house due to being made redundant and having a significant impact on my finances, hyperoptic does not provide internet at my new address and they want to charge me £225 to be let out of the agreement I have with them.
The advisor on the phone told me that I was trying to leave the agreement due to the price which was not the case at all.
I asked to speak to the managers myself and also said I would be willing to wait on hold for as long as it took for someone on the management team to be free, I was then told that all the managers were busy and wouldn’t take “this type of call”.
I worked in a customer contact centre for 2 years and wouldn’t have ever allowed anyone to communicate with a customer like this, I’m disgusted.

"One more review."

I decided to commit to a 24-month contract for fiber connection with Hyperoptic. I spoke with Nikola Jovanovic. He was able to answer all my questions and the experience was pleasurable and successful.

"Good job "

The installation went extremely smoothly although the main cable was in a bad place but the guy was very professional he did a very tidy and clean job. Very well mannered .we are very happy with the service. Technician was Adam H .

"This review is for Kristina Zecevic."

This review is for Kristina Zecevic.

She helped me get set up with hyperoptic. She was very friendly and had answers to all my questions! 10/10 performance from her! Would definitely call back if she is there to assist. Amazing work!!