"As I've not been awake long I've…"

As I've not been awake long I've forgotten the Gentleman I spoke to (sorry) but he was extremely helpful and informed me of the reconnecting fee of £10 which is very good. The Gentleman then stayed on the phone with me whilst waiting for the Internet to reconnect. We had a little chat exchanging pleasantries which was very nice aswell. Thank you for today Gentleman 😁😁😁😁😁

"Anthony explained everything and did a…"

Anthony explained everything and did a very tidy job. Recommended.

"Fixed term contracts cannot be transferred "

Be very careful when you get a long fixed term contract from Hyperoptic. I have 6 months left of a 24 months contract. Moving to a house without Hyperoptic coverage. The new tenants are happy to take over the contract from me. Hyperoptic says no! They say, they changed their policy (in the middle of my contract) that I have to pay the cancellation fee for 6 months and the new tenants should get a new account. Fantastic customer service from Hyperoptic. Also very innovative to change the policy in the middle of the contract without notifying the existing customers. We will continue this conversation in small claims court.

"Customer service is unfortunately extremely poor"

The connection is good, and the customer service has been good until last year when I renewed my contract. Unfortunately over the past few months the customer service has been terrible, I have been overcharged and promised a refund for the difference that I never got, customer service takes for ever to reply to emails, tickets are closed automatically even when they are supposed to take action in their system.
Overall customer experience has been extremely disappointing compared to how it was 2-3 years ago when I signed the contract.

Update: it's embarrassing how a small amount is taking weeks to be refunded, and emails continue to be ignored. Total lack of care!
No point to respond to this review and do nothing about it.

"Excellent works."

I had a minor problem during moving the Modem to another room. The customer care manager, Lindsey Smith, arranged for immediate works to be made good, by sending technician, Jason, who was polite and efficient. Thank you Jason, for also doing the extra works. All the staff I had contact with, were all helpful and efficient. Thank you also, for adding the £10.00 sa a goodwill gesture.

" Lack of understanding in their customer service "

My experience with Hyperoptic was mostly good until now where due to circumstances out of my control my tenancy needed to end early and my new home is not serviced by Hyperoptic. I explained this and they have an early termination fee which is basically the rest of the contract. I understand having this in place for when people just decide to switch providers but I would be happy to continue with them if I could and it's simply impossible. But there was no leeway in this and it's left the whole experience feeling sour as I have dealt with other services who understood if I am moving then I am simply unable to continue with their service even if I wanted to.

"Smooth account creation"

We have just been setting up our broadband for our new flat, and Kristina was invaluable in the set up and account creation. Hoping it continues to go smoothly!

"Vladimir Zmukic helped us again to get…"

Vladimir Zmukic helped us again to get great deal for our new flat. It's pleasure as always to get best possible support from this company.

Thank you!

"Pavle Nikolic gave us excellent service and showed great patience"

Pavle Nikolic gave us excellent service. He listened very carefully and very patiently helped us to check that the security issue on our networks. He was extremely polite and reassuring. Thank you very much

"I have been happy with hyperoptic as…"

I have been happy with hyperoptic as they maintained their promise to not increase costs mid-contract. I called up to enquire about renewing my fixed term contract. Very efficiently identified my needs and provided an improved offer with respect to my expectations especially having reviewed the offers from other providers. Would definitely recommend.