"This is the email I sent to their complaints department and would like ppl to read before you sign up to them"

This is the email I sent to their complaints department. Which explains my experience of not getting an installation till this day and it's been over a month since I signed up on 12 January 2025. Please avoid company at all costs. Not worth the hassle or headache.
I signed up to hyperoptic broadband on the 12th Jan 2025 and was told it will be a quick process to get everything sorted out, after a few days they said they will need to process pre installation check and once the pre installation check was done they said there will be some external work needed which was booked for 6th of Feb so roughly a month after I signed up.
On the 7th of feb morning they finished their work and complete the job, I contacted customer service on the 8th of Feb saying what is going on and that I need my service as soon as possible as its already been a month in the process, the customer service representative on the phone said they will need to give me a call on Monday as they said by that time the tick will be completed on the external work and I can then book my installation, so on that Monday I waited for the call and I didnt receive the call so I contacted customer service and I talked to another customer service representative and she told me i will get this sorted and let you know by tomorrow which would be Tuesday 11 of February on whats happening with the tick on the external work and then book your installation and she said if nothing sorted by tommarow I can then go cancel if I wanted to after I would receive a call from her.
So, on the 11th of February the representative cancelled the account without even giving me a call to tell me and discuss the options she cancelled it on her own accord, about an hour later after this I received an email and text message from hyperoptic saying the external checks have been completed and I can now login and book my installation. However, she had cancelled my account so I could not log in. So, I called customer service and they acknowledged what happened and said no problem, we will make you a new account with same details and then you would be able to book your installation straight away. So, she made the new account copied the details and that got completed and she said now you can book you installation and she transferred me to the the team to book installation. When I went to that team, they said on the account it says there needs to be pre installation checks and they can't book the installation. I told them I been transferred to them by the advisor and explained the situation they understood and said give it till tomma Jorow and that they will message the relevant team to get them to acknowledge it's the same account and the pre installation and the digging up has been done, it should be sorted by tommarow which leads to today and I again contacted customer service again and they said they will need to be pre installation checks again. That someone will need to come to the property in 2 weeks.
So, this is the customer service and service I've been provided by hyperoptic, it's beyond ridiculousness. I've been a month without broadband and I'm really dissatisfied. One person tells me another person will call or they will give me a call tommarow and nothing has been sorted out. Do you think how I been treated by hyperoptic is fair? Also the service is very below par as you can see from all the notes. I want this to be sorted asap.

"Very good"

Just started a contract with Hyperoptic. The broadband has been very fast so far.
Yogi offered me a better deal than I found online and set everything up for me. He even gave me 2 months for free!
The engineer who set up the router and fibre cabling was efficient and tidy

"Moving made easy"

Very quick and easy to set up, luckily already had the router installed within my apartment complex and just had to ring them up to activate it which took no more than 10 minutes. The speeds are super fast and reliable, 10/10 for everything.

"The Engineer professional with…"

The Engineer professional with Excellent customer service

"Nadja was really helpful to give me…"

Nadja was really helpful to give me lots of options to choose the best contract for me.
I had to contact my current broadband first but Nadja gave me time without any pressure and called back when we arranged. She is friendly and helpful.

"The new Router that needed re-booting…"

Tonight I experienced an issue with my new router but luckily I got very helpful support through my agent at Hyperoptic. Sonia was very patient and went through all the steps to get my network working.
I was so pleased.

"Terrible experience so far"

Terrible experience so far

Signed up very easily over a month ago with the message that wifi would be installed after a pre-check. Over a month later and still no wifi. Apparently they are waiting on permits but I am receiving no updates and constantly getting ignored on my emails. It should not take this long.
I am sure when it is installed that it will be great. But I will probably cancel my order before we even get to that point

"Amazing service"

Amazing service, thank you Nadjia!!

"Setting up initial account was super…"

Setting up initial account was super fast. Communication was crisp. Really loved the promptness from support executive- Kristina Zecevic

"Nadja made moving house a breeze"

I am moving house in a week and Nadja made the whole process really easy and straight forward. Answered all of my questions and helped ensure we will have internet on the same day we move, thank you again.