"Great customer service from hyperopic, again!"

Was called today to see if I was interested in upgrading my plan. Spoke with Milos Markicevic, made everything very simple and easy, very happy with the service and customer service. Highly recommend.

"Great service from Dusan Kostic on…"

Great service from Dusan Kostic on handling my wifi upgrade!

"Quick, quiet and effective installation"

A small team (led by Yural Kircali) arrived exactly at 9am as scheduled. They carried out a quick, quiet and effective installation. Yural made sure nothing was damaged and everything stayed spotlessly clean. All this was arranged / coordinated by Michelle. Thank you to everyone involved.

"Awful support and intermittent dropped conneciton"

All went fine for three days. Since then we had a long disconnection period, followed by intermittent disconnections every few minutes. Support are almost impossible to reach. They respond to emails with irrelevant automated replies. Thoroughly fed up - I am leaving. Cannot find the terms for leaving since the web address to the guide on fees is a dead link. In fact the whole website seems to have gone down this morning (27/02/25) so I cannot retrieve my customer number

"Absolutely appalling."

Called to inform them we were moving flats and would not longer need Internet and would need to cancel, they stuck us with a £230 cancellation fee!! Been with them for over a year and a half even after the year mark they hiked up our monthly fees. Disgusting and bullish tactics from a company obviously trying to force you to stay with them. I'm happy eat the cost if it means never dealing with your company again!

"Trapped with Hyperoptic: A Masterclass in Stalling and Blame-Shifting"

At this point, I feel like I’m just collecting new ways Hyperoptic can disappoint me.

Today, I spent another hour on the phone. The person I spoke to was polite and actually took the time to check the status of my ticket—only to discover that there had been no updates whatsoever. He was surprised that my case had been ignored for so long, saying that this level of negligence was "unusual."

He then reached out to Milos, who apparently had been "away for part of last week." Milos then responded that he was "waiting for the Network team’s response." That’s his update after all this time?

At the beginning of the call, I had already made it clear that this was my final attempt to get a resolution before escalating the case to the ombudsman. As I explained my frustration, I asked if there was anything else I could do. That’s when the agent mentioned something new:

🔹 I can email complaints email address of hyperoptic, which apparently starts a legal process.
🔹 But here’s the real kicker—all my six months of calls and emails don’t count towards the required two-month resolution period before going to the ombudsman. That only starts from the moment I send the email.

So, in other words, Hyperoptic’s "support" system is designed to waste your time for months, and only when you formally email complaints email address of hyperoptic does the official timer start? Absolutely outrageous.
What’s Next?

I will research whether this ridiculous loophole is even legitimate. But assuming it is, I will email them now and wait two months before taking this to the ombudsman. Based on my experience, I doubt they will even send a proper response within a month, let alone fix the issue. At best, they’ll throw another router or switch at me and tell me to "try again."

At this point, I have zero hope that Hyperoptic will do anything to actually solve the problem.

Milos Responds (After a Month of Silence!)

After this phone call, Milos finally replied to my ticket— after a full month of silence.

🔹 He claims he has "investigated the case in great detail" and that the general consensus is that the issue is on my end.
🔹 He says that since the last engineer visit on December 11th resulted in a full replacement of external infrastructure and cabling, Hyperoptic considers the network to be fine.
🔹 He insists that because the fibre signal strength and other parameters were "within acceptable limits," they won’t waive the early termination fee.
🔹 He repeats the same 20% discount "goodwill gesture" offer, which is beyond insulting at this point.
🔹 Finally, he mentions that there’s an open ticket with the Network team, and he will "let me know" if they find anything.

So to summarize: They’re pretending this is my fault, they won’t let me leave without paying, and they’re still dragging things out indefinitely.


Final Thoughts

Hyperoptic’s support team doesn’t resolve issues—they just delay them until you either give up or pay to escape. If you’re considering Hyperoptic, run in the opposite direction.

As for me? I will be emailing complaints email address of hyperoptic to start the legal process and will escalate to the ombudsman the moment the waiting period ends. I have zero faith that they will even attempt to fix this in the meantime. If past experience is any indication, they’ll just send another router and ask me to try again.

"Switched from Virgin - faster and cheaper"

A couple of administrative issues in transferring from Virgin, all the fault of Virgin, but we had our installation appointment today and Neville Gittens, Craig Mitchell and Brandon Lawrence did a great job. They were friendly, polite and efficient (and on time) and the switch was very easy. The broadband speed seems a lot better than Virgin

"Good service and Sofija was great to speak to! "

I’ve been with Hyperoptic for almost seven years now, and I can’t fault them. In all that time, I think my internet has only gone down twice—and even then, it was just a brief outage. I’ve had other broadband providers before, but Hyperoptic is by far the best I've had. The speed is reliable, and I’ve rarely (if ever) had any issues or needed to contact them with an issue during the time I've been a customer.

Today, I got in touch to see if I could bring my bill down and spoke to Sofija, who was absolutely brilliant. She was really helpful and managed get my bill down without changing my plan. Huge thanks to Sofija!

"Excelent service from Matt (14488)"

I had an outstanding experience with Matt from Hyperoptic. From start to finish, he was professional, knowledgeable, and incredibly helpful. He went above and beyond to ensure my broadband installation was smooth and hassle-free.

Matt’s customer service was top-notch—friendly, efficient, and genuinely committed to providing the best experience possible.

"Super impressed with the efficiency of…"

Super impressed with the efficiency of Filip Bertran who helped me look into the best offer available for switching over to HyperOptic and explained the entire T&Cs and helped me get onboarded.