"Effective and polite customer service"

Effective and polite customer service, Filip helped identify I wasn't picking the best package for my needs and helped get me the right deal. Very much appreciated

"Professional and very fast service"

My hyperoptic broadband has been installed by Anthony D today. I'm very pleased with his job-He was very friendly, super quick, and he did a great tidy job. Generally my installation went smoothly, and my hyperoptic broadband was activated instant and is really fast and strong. I highly recommend it to all who expect professional service. Thanks so much!

"Horrible connection, bad service"

Absolutely atrocious "service".
USED to be very good speed and reliable, but for the past 4 years has gotten worse and worse. Last year they offered me a new router that supposedly would fix all my slow speed issues and bad wifi network, but that just made it even worse. First tehy forgot to send me the router, and when they finally did (after reminders) the MAC address wasn't compatible with their software and I was without service for several days. Almost a year later, it seems they still haven't sorted this issue, and my MAC address is still not compatible even though it's a router they sent me. The past 6 months internet has been crawling along at snail pace, dropping completely out for 5-10 minutes at a time almost every day, calls disconnect, steaming services get stuck on buffering. Just browsing the internet is painfully slow. I am paying for 1GB and I am receiving speeds of 1-10Mbps. If I'm lucky 50-60Mbps. Every time I call, wait times are 40+ minutes, and when you finally get through, they just hang up on you and you have to start over If you open a ticket on the support page, nobody ever gets back to you. Stay away from this company and this service if you want a working internet connection.

"Unfailingly polite and efficient"

I had hoped to install Hyperoptic and had got a fair way through the installation process before realising that the presence of a damp-proof coarse which we did not wish to pierce meant we could not proceed. Hyperoptic staff had already visited my house a couple of times and the failure to realise the obstacle the damp-proofing represented was my fault.
I called customer service to cancel both the installation and the account which was no problem at all. Through all my contact with them in person and on the phone, customer service has been good. The only criticism I would have is that one of their installers did not speak very good english so communication was a little tricky. Throughout this process they have been polite and I have not been charged a penny.
Unfortunately this means I must return to my original provider, Virgin...

"Excellent installation process"

Excellent installation process, Muhammad Bilal and Choudhri Abdullah Rasheed was very polite and friendly and efficient with installation.
Did the installation neatly👍

"Hyperoptic delivers"

Masa Marjanovic was very helpful in helping me to secure quickly and efficiently a promotional rate that was available for my building. She had a professional and pleasant manner throughout the call. Hyperoptic delivered.

"I got a call back for my contract…"

I got a call back for my contract renewal and Nenad Adamovic was very quick and efficient and sorted me out.

"I have not had WiFi now for 9 DAYS"

I have not had WiFi now for 9 DAYS!

I have raised 2 complaints and called over 5 times and spent hours on hold but no one has responded to me.

I have a 3 week old new born baby. Nothing in the house works because there is not WiFi, baby monitor, TV, doorbell, heating, my husband cannot work from home!

I am absolutely at my wits end with your service, it is totally unacceptable.

The heating, doorbell, TV, don’t work without WiFi!! My husband cannot work from home.

9 days without service is unfathomable.

It is outrageous that no one has contacted me or sent a team to fix this issue.

Don’t use hyperoptic.

"On the 5th February I wrote a “review”…"

On the 5th February I wrote a “review” of my experience with this company - what a joke!!!!
Despite replying that they were “on it” and they would keep us in”in the loop throughout the process”, we have heard nothing.
My letter of complaint (3rd February) to their Complaints Department has obviously been ignored too! Despite stating that they would reply to me within 10 working days - again we have had nothing.
Now they have sent us a test message threatening to hand us over to a debt collector. Both my wife and I have tried calling their support contact but after 1hour waiting were cut off. It is impossible to get through to speak to anyone about this issue!!
Perhaps a little time spent on some company introspection by their “powers that be” would be invaluable.
I was under the impression that companies were expected to stand up to standards and codes of conduct?
I truly wish Trustpilot had a bar indicating minus ratings!

"Incredible customer service "

I called and got a speedy response from Igor Sabljak, he explained to me very well about my request and explained in superb detail about the specs of what I was getting myself into, I had a load of questions but Igor accommodated me perfectly and had me understand in great details on the great deal that was up for grabs. I felt very confident by the end of our discussion about the deal I purchased and must say it’s due to how well and how knowledgeable Igor Sabljak is about Hyperoptic.

Great job!! :)