"WARNING DO NOT USE THIS PROVIDER"

WARNING DO NOT USE THIS PROVIDER!
They use false advertisement such as awarding gift vouchers to sign upto a contract, which we never received and raised multiple complaints about. The customer service is shocking and won’t let you speak to management or allow you to speak to the escalation team . We are now in the process of moving addresses and hyperoptic do not cover our area, before signing up we received confirmed that if we were to move addresses and they do not cover our new area then we wouldn’t have to pay a leaving fee. Again, they have lied and are now saying we have to pay over £100 to leave even though they do not cover our new home address with there service! We are speaking to offcom to take this further

"Hands down the best customer and tech…"

Hands down the best customer and tech support around.
Michael resolved my query and actively tried to improve my service.
Been with Hyperoptic for a few years now and I recommend them to everyone.

"Great customer service"

Great customer service! Bogdan S was very helpful in adressing my payment issue immediately. I am happy with the internet speed, reliability and value after using the service for 2 years.

"Excellent customer support by Ivan G"

Excellent customer support by Ivan G.

As is usual with Hyperoptic, I received excellent and swift resolution to my support query with Ivan G. Please keep it up!

"Great job!"

Bogdan Stojkovic helped me to find the best deal for my broadband. Explained all the different options and setting up everything quikcly with no problems. Thank you for your time today.

"Milos was very professional during a…"

Milos was very professional during a quick call this morning. He explained the features and answered questions helping me make better decision. I genuinely appreciate that rather than a general long sales pitch he quickly explained what the call was for and if I had time and interest in knowing more. Great service. Thanks.

"The engineer is very helpful"

The engineer is very helpful, soft spoken and professional. We had a unsuccessful installation by a mobile company, it was raining and windy, the engineer came on time it is a 5 star service.

"Very fast an efficient service thanks…"

Very fast an efficient service thanks naveed

"All good until you have an unexpected problem !"

I had to leave Hyperoptic due to unforeseen circumstances and followed their terms by leaving the router for the new tenant. However, because the new tenant moved in later than expected due to the Christmas period, Hyperoptic is refusing to help and is still insisting on charging me termination fees. Also insisting there policy for new tenant takeover is purely a goodwill gesture.

At first, they offered a 30% goodwill discount on the fee, but when I questioned the fairness of the charge altogether, they retracted the offer entirely—punishing me just for challenging them! This is completely unreasonable and shows their lack of care for customers.

I’ve explained my situation multiple times, yet they refuse to show any flexibility or understanding. Their responses are robotic, unhelpful, and dismissive. Yanal, the representative I dealt with, has been the most unprofessional and unhelpful person I’ve ever encountered in customer service. Instead of addressing my concerns properly, just keeps hiding behind rigid policies.

This is an unfair case, and my next step is taking this to the Communications Ombudsman. And a GDPR request. Hyperoptic clearly prioritizes profits over fair treatment of customers. Avoid them at all costs!

This issue is still ongoing.

"Quick response"

I just moved in to my new house and now I really have a fast connection. I had a connection error due to building problems and they have arranged an engineer very soon. The customer service is really good.