"Inflexible - Poor customer service"

Been with Hyperotic for a number of years and renewed on a 24 month deal over a year ago . Our property is being renovated and I need to move out for 6 months. Requested a suspension of service and have been informed they no longer offer this. Cancellation would cost just the same as paying the monthly contract, no saving even. I will let it expire but wont renew, that is terrible customer service.

"Moving into a new place and was able to…"

Moving into a new place and was able to get through the sign-up process very quickly. Nikola Jovanovic addressed my concerns about ensuring there would be seamless provision of broadband on move in and laid out contingency plans for it as well.

"Great Customer Service -Filip Bertran"

I spoke to Filip Bertran on the phone to set up our new WiFi contract. He was very helpful and outlined all the relevant information in a lovely manner. I would recommend him to anyone looking to get in contact around a new WiFi provider. Thank you!

"Pray that you never have an issue with them"

Up until we faced a particular issue we were already having a sub-par experience with Hyperoptic with frequent speed drops and loss of connection. But on this fateful day things took a turn for the worse when suddenly we had no internet. Countless chasers and calls have been futile and landed on deaf ears of the incompetent support staff who are unable to give me any kind of information as to the root cause or status of the resolution of issue. As I write this feedback it's been almost a week that I am without Internet. This is unthinkable in 2025 and I have genuinely received better service in third world countries.

Unlike me, if you have multiple options for internet providers and you rely on a stable internet for your job please take my advice and go ahead with a more established brand. It might cost you a couple of quid more per month but will save you a lot of headaches down the road.

"Great customer service"

Great customer service - easy and fast contract renewal and very professional service from Tanja, who answered all of my questions.

"Initial Review"

Initial Review:
Process for ordering: 5/5. Incredibly simple and straightforward. I entered my move-in date, answered a few questions, chose my package (simple, only 3 options) and confirmed and then like clockwork, 48 hours before move-in I got the confirmation the router (which was free) was on the way.

Setup: 5/5
Literally 3 steps. It helped that there was already a Hyperoptic plug from the previous tenant but regardless, the router was set up within 5 minutes.
I then called them to activate. Support is 24/7 and it's an actual human, no BS automated menus that take 20 minutes to navigate and I waited for about 3 minutes in the queue. Activated 1 minute later.

In a world of crap service and automated bots, this was a breath of fresh air.

"Hyperoptic technical support"

Hyperoptic technical support - Alexa Popovic - was very helpful and efficient. He was clear in explaining and waiting until WiFi and and the Minihub booster were working after a glitch. And helped to sort out the latency issue for our TV. Thank you Alexa

"Amazing engineer"

My engineer Serge was so great, walked me through everything that would happen and put the router exactly where I wanted it! All in all a great experience :)

"Helpful customer service with quick…"

Helpful customer service with quick reply

"Experience of Hyperoptic installation and activation"

We had three no-show engineer visits by Hyperoptic
- Monday 6 January AM
- Monday 6 January PM
- Wednesday 15 January PM the engineer cancelled on the day.

Wednesday 26 January, the engineer attended but did no work.

Thursday 9 January, the engineer attended and installed the wiring in the flat. He caused significant damage to the property front door frame which has not been repaired.

Monday 10 February, the engineer attended and completed the activation.

I’ve had incomplete responses from Customer Services, plus a credit of £30.49 applied to my account.

This covers the period 6 January to 10 February 2025