"Ivona Prpos was very professional and…"

Ivona Prpos was very professional and helpful. She dealt with my questions quickly and efficiently. Thanks!!

"Simple and friendly"

Simple and friendly

"Very good service good deal "

Great customer service

"Very Professional Service"

The sales team is very helpful and supportive. They explained the package and tried their best to find the most suitable package for me. The engineer provided very professional opinion when they came to my property for installation. I highly recommend Hyperoptic.

"Renewing my contract…"

Having been with Hyperoptic for a full 2 years now, my contract was about to end. I phoned customer services and spoke to a very friendly, helpful and proffesional advisor called Mia. Mia helped me find a new deal and did everything at her end. A very smooth and enjoyable experience. Thank you.

"Really struggling with hyperoptic"

Really struggling with hyperoptic. Installed nearly 2 weeks ago, still no WiFi. Every time I phone I have to go through rigmarole of testing the equipment, done it about 10 times now, even an engineer came to the house, confirmed all working. But still no WiFi. Have to wait 5 days for another engineer to come, presumably to tell me the same thing. They tell me it’s a remote fault, so why aren’t they fixing remotely. The most horrible, frustrating experience and still no WiFi! So basic to expect a company selling WiFi will give you WiFi. Not in this case, biggest time wasters. Staff friendly but don’t seem to be able to do anything. Plus they broke my neighbours water pipe installing wiring, and Thames Water had to come and fix. Had no idea they’d need to dig up the street. Really just awful. Now using all my phone data to work from home.

"Super fast set up"

Super fast set up, and great customer service. I had been a customer previously (a few years back) and wanted to come back to Hyperoptic since my new place had Hyperoptic set up. It was a breeze to talk to customer care and set it up in matter of minutes (on a Sunday)! Thanks HyperOptic

"Direct access to a human (not menu options)"

Friendly and supportive service, no pre-recorded message and menu options to go through to speak to a human, but call is directly answered by one of their staff who deals with your query. In this case, after reviewing whether to renew our membership with Hyperoptic, we decided to stay with them.

"Poor service, speed sub-par"

Been with them for a while now since they're the only provider in our building.

Over the years the service has significantly declined. Barely get 10% of the contracted speed if you're lucky (even after they sent a new router, which restored the speed for a few days only). Pay for 250Mb, get barely 25Mb or less. Continuous speed issues and unanswered support tickets for months.

Support tickets raised through their site go often unanswered, and the underlying issue is never resolved.

Seems like a company that grew too fast with their equipment being overloaded, and as a result customers don't receive what they pay for.

Update 23/02/2024: while Hyperopic responded on this review with the promise to contact me, they never did. I contacted them due to poor service received and inadequate speed delivered by them. The issue remains unresolved. The issue seems a wider issue since neighbours have reported similar issues without a resolution. Hyperopic is seriously dropping the ball with delivering good service (both contracted service as in speed, and customer service in general).

"★★★★★"

Kristina Zecevic provided outstanding customer service in resolving my Hyperoptic broadband issue. She was professional, patient, and incredibly efficient, making the entire process smooth and stress-free. Her attention to detail and willingness to go the extra mile truly made a difference. Thanks to her, my broadband is now working perfectly.