hyperoptic.com

I have always liked Hyperoptic as a broadband supplier and their customer support is great but I’m not a big fan to write reviews but I will go out of my way this time to make sure I let everyone know that as a supplier for broadband they are excellent but their connection is never what you take, many time way lower than what you’re paying. They will always come back to say it’s your fault because you’re not plugged in with a cable or they can guarantee technology and many insignificant stupidities like these, it’s basically always the customers fault. I as a user was never sent an email to say that my contract was over and they started to charge me over almost double of what I was paying. I have now asked them to renegotiate my contract to £22/month for 150mb and they say that their minimum is £28. I called support again and another lady gave me £25, same again, called and another £27. Today I called £24 is their lowest. I went on Vouchercodes and it says £120 promo code off with your 150mb package but when you click through it goes to a package of £35/month.... WHAT THE HELL! this is not a strategy campaign, this is full on a Scam, we are not in some random country with no laws, this is the UK and their are clearly laws against this type of marketing. I have already reported you for this as I have recorded the calls and links of the different sites with all different prices.

Signed up and arranged to have Hyperoptic install and set up the internet at my flat. Arranged to have it set up at an arranged time, it was just a matter of waiting for the engineer at the scheduled time. He arrived on time and came into drill a hole above the flat door (standard procedure in their set up protocol) he came to us and said he didn't have a drill bit long enough to do the job and they would be in touch. When I checked the online portal, it had a message apologising for the 'non-installation' and they will be in touch shortly. The next day I received a automated text message informing me that I had decided not to go ahead with the installation. No contact and still without internet for another week. Don't rely on getting this service just because you're in the catchment area.

The appointment for installing the service was on Sep the 8th. On that day and after the appointment time was passed, I recieved an email saying that my appointment is now Sep 25 !!!!! What! Many calls with the clueless customer service but with no luck! They don't care if you have no internet for 17 days!

Bunch of cowboys avoid. Installer was clueless, he didn't know which lines he was connecting. Unit was connected to the wrong power supply in the building, so the cabinet is constantly beeping. Good luck contacting customer services to resolve any complaint.

They are very good, there was a problem with the package I ordered I called up and they solved it within 5 minutes the person name was Ivan and also they speed is amazing, definitely would recommend them

First teething problem this morning.. went to the instant chat which was picked up by Djina. Very quick to respond and got me up and running again within 5 mins. 10/10 for customer service, speed and efficiency !

Given the state of broadband in the UK (absolute shambles compared to lots of neighboring countries), Hyperoptic is probably one of the best options, should it be available to you. Speed is consistent, and latency is very low. CGNAT is in place, but given the IPv4 shortage its understandable, and they offer full IPv6 support which is always nice.

However, they have somewhat annoying maintenance patterns, such as four straight BUSINESS hours scheduled downtime on a Friday (i.e: 13:00 to 17:00). I have also experienced random one-minute outages a few times (public internet addresses were unreachable) - but nothing too relevant.

I am not sure what they plan on doing during that huge maintenance window, why it happens during business hours, and why they don't have the proper carrier redundancy, high availability and fault tolerance systems set in place to avoid something like that, or why they won't at least mention what that maintenance is supposed to address or improve (their support messages have no details on what operations will be carried on, just "maintenance").

Great provider, but I can't give five stars because of this.

Still, alternatives like BT or Sky would be worse.

Very fast set up and excellent service was offered by Milica Milanovic a Telesales Executive. If you want a five star service ask for her to set up you broadband !!

Georgian came to install my internet and he did a great job and was really patient to explain me all the details.

The internet is super fast and I highly recommend it.

After being a customer for 2 years when my contract was up for renewal my current package was put up £4.No loyalty discount or reduction to their packages due to countries current situation with everyone losing their jobs due to covid-19, so just one more thing for me to worry about finding more money that l haven't got! #ShameOnYouHyperoptic

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