"Poor installation service "

It’s 2025 you’d think getting wifi is easy… it’s taken over a week for an engineer to visit. Pre-install check engineer visited after one week and all was ok for an easy installation, however he said he can’t set it up inside, so I had to wait another 4 days an installation engineer. I couldn’t wait any longer so pushed for hyperoptic to arrange it for me earlier which seemed like a positive outcome… at first. The installation engineer was supposed to turn up at 3pm, but he did not. I called hyperoptic multiple times to check where he is but was left on hold and was just told ‘His manger said he would be there in 20 minutes’. At 6pm I’m told he was ‘hospitalised’ from the last job so they have to rearrange.

I waited around all day to be told a very elaborate lie, which I knew was not true because his manger would have known from the start if he was in hospital since he supposedly was in contact with him throughout the process.

You would understand issues in more remote areas, however I live in London where you would assume would be an accessible easy place to fit wifi.

I can’t comment on the speeds of the broadband itself which may be very good. Anyhow, I work from home and need wifi this has been very disruptive. Due to this poor installation, I will not be using hyperoptic in the future.

"Great experience going live on Hyperoptic"

Tahmim completed the final stage of my Hyperoptic installation on 30th Jan and I'm now live on 500mbps.

I had some doubts about going ahead with the change to Hyperoptic but Tahmim was fantastic, clearly very knowledgeable and confidence-inspiring so I felt reassured to go ahead.

He got in touch the evening before to check I was ready to go ahead within the chosen 4 hour slot and that I knew what was involved.

On the day he gave me a precise arrival time and notified me of a 10min delay.
He worked very efficiently (and left no mess), explained the router boot-up process and left me the right documentation.
Tahmim then showed his willingness to go the extra mile. When I realised I'd chosen an inappropriate site for one of the router boxes, he readily offered to resite it (in the position he'd first selected). Fantastic service!

Throughout the process Tahmim was really pleasant, friendly and respectful of me and my property. I have nothing but praise for him.

The broadband is working fine, so far, with much better speeds than my previous ISP.

"Had a great experience with Hyperoptic…"

Had a great experience with Hyperoptic today!

Jenny went above and beyond to make sure I was fully connected and getting the best WiFi possible, alongside troubleshooting any issues I had.

Super helpful and made everything really easy. Jenny is a real asset to the Hyperoptic team. Can’t recommend them enough!

"great customer service "

Dusica Spasojevic was very helpful and made changing my tariff simple and fuss-free. Thank you

"Super happy with my new hyperoptic…"

Super happy with my new hyperoptic broadband. Special thanks to Anastasija for help!

"Stay away from Hyperoptic at all costs!!"

Hyperoptic have been a nightmare. The sales people will promise you the connection will be better than what you have. Yet months later I'm still waiting for a barely adequate wifi service.

1) Engineers came and left before the installation completed, leaving us with no internet for days. They didn't answer their phones and customer support couldn't solve the problem.

2) The mesh pod is close to useless, don't hope to get wifi more than a few metres away from your router.

3) It's impossible to speak to anyone senior. You'll only talk to service staff based in Serbia and they will refuse to put you through to their manager.

4) They never warned me I'd need a PAC number to transfer my home phone line, which left me without my home phone number for 2 weeks once I left my old provider.

5) They don't connect the dots in cases raised - they'll send the wrong types of engineers, then not look at reports done by those engineers.

6) I've written to the CEO of the company, with no response.

7) Support will ask you to do a million speed tests and throw in jargon about how they want it done, like it's my job to decipher what the technical terms mean.

8) They won't answer all your points when you raise a case.

"Helpful staff"

The engineer, Adam H, was very helpful and knowledgeable. The process was mainly easy from signing up online to the installation of the router etc.

"Tatjana who I spoke on the phone to was…"

Tatjana who I spoke on the phone to was really helpful and made all conditions and terms pretty clear and easy for me to understand, whole process took less then 5 minutes. Great service!

"Very good service"

Very good service, Quickly installed my broadband. Thanks Naveed

"Raj Bangar was fantastic and helped me…"

Raj Bangar was fantastic and helped me sort out a great deal, it was excellent service through the whole process and he has been key in helping us to get signed up. We’re excited to join Hyperoptic. Thanks again Raj you’re a star!