"Had couple of issues with my Internet…"

Had couple of issues with my Internet connection and connected through support person Stefan, he resolved the issues straight away, he listen our problems carefully. Good technical knowledge. Thanks Stefan.

"Excellent "

The installation process was excellent, we had Dwayne and he was so friendly and knowledgeable. The WiFi was installed and activated on the same day, Dwayne made us feel assured that he would be extra careful drilling through the walls, and didn’t leave until everything was perfectly set up. The WiFi has been great since.

"Completely useless provider"

Slow speed internet service. Completely useless support line. Compensation for service being down only over 48h (Working hours, so only if the service is down for six whole days!) I do not recommend this company at all. 30 minutes of music before taking a support call. They reply to every Trustpilot negative review the same, shallow hogwash.

Avoid if you have alternatives. It's probably the worst on the market.

"Horrible service and technical support team"

We ordered a 1GB connection, since installation we are getting 500 Mbps, raised with customer support and did multiple speed tests however they are not able to resolve the issue. I asked them to cancel the service and they said you would need to pay, to which I challenged as I am not getting the full service I was supposed to get. They are not even ready to send the engineer onsite to find the issue.

Please be aware and stay away. They are becoming same as other network providers now.

Already complaint raised and it has been more than 10 days now, not sure filling any complaint forms help with HyperOptic

"Continuous connection issues for weeks"

I have had no issues with Hyperoptic for almost three years, but the moment an issue occurred, they have been unable to fix it for weeks. My problems began on 17th February and remain unresolved as of today, 3rd February, with further downtime experienced today.

My complaints include very long waiting times on the customer support line, calls dropping without a callback, and having to speak with multiple support team members who were unaware of how to resolve my issue. Additionally, I applied for a ticket online requesting a callback due to connectivity issues, which is their preferred option, but this ticket was not acknowledged at all, and it is now closed. One of the company's representatives even suggested that the long queues are due to understaffing.

Regarding my connection drop issue, it remains unresolved. An engineer visited our flat 7 days after my report, but stayed for only five minutes, claiming to have fixed the issue at the data cabinet. He refused to answer any of our questions and suggested that we raise another ticket if we still had issues. Guess what, the issue was not fixed.

I am aware from Facebook pages for my area that this is a wider area issue in Dalston Square, as at least 36 other people are experiencing the same problem. Multiple people have logged similar issues with the technical support team, and various potential reasons and temporary fixes have been suggested by the company's representative, ranging from DNS server changes to router replacements and network patches applied by Hyperoptic.

Both my partner and I work from home, and this issue is causing significant problems with our work as we cannot connect to clients' meetings. A refund of two weeks has been provided to us, which is welcome, but with the problem still unresolved, it is not sufficient.

To add to all of this, they have asked for an increase in my contract, which brings my cost to £9 per month more than new customers.

Overall, I am very dissatisfied and advise others to tread carefully.

"The service is absolutely disgusting"

The service is absolutely disgusting. Had an account with HyperOptic that I transferred to my new tenant as I was no longer in the property. Now I am being charged a cancellation fee of £278 and change even though the contract was never cancelled and my tenant are currently using this service.

I have had around 7/8 conversations wasting over 6 hours of my time trying to resolve the situation that has come up due to negligence of their staff and the result is my patience has lead to them contacting a debt collection agency. They refuse to look back and review the initial conversation regarding the change of tenancy and pretend to send me the contact information for the complaints department yet I am still to receive anything. This is now 4 months I have been trying to get a resolution.

I would advice any that sees this review to run the other direction! My credit has dropped considerably due to this lack of professionalism from HyperOptic.

"Great customer service from Aleksandra…"

Great customer service from Aleksandra today, she sorted my new package out, quick and smooth. Was great talking to you!

"After a nightmare management of…"

After a nightmare management of Hyperoptic trying to have my Internet working, the engineers came today and fixed the problem very quick, they were helpful and friendly. They changed my mind because I was thinking about cancelling the contract.

"It was very good talking to Ivona and…"

It was very good talking to Ivona and she addressed all the issues.

"Don't be fooled by Hyeroptic promises…"

Don't be fooled by Hyeroptic promises of faster broadband. They're no faster than BT and the service is more unreliable. I live in London so there shouldn't be poor connectivity.
They also don't hold up their promise of a voucher for new customers. I've already raised this issue more than twelve times, each time I get a different response.