Hyperoptic Full Fibre Broadband
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Call and live chat really awful
This is the feedback I gave when they requested it. I’m still in a call queue waiting to book the engineer to do an install after a home move. I’ve been on the call for 4 hrs 15 mins and counting now: I'm still in the same call I started. Over an hour queuing for the first operator. His line was awful. He then transferred me to the sales team to process my home move. That part was quick. I'm still in a queue to allocate an engineer to the new property. My phones now been on the call for 3 hours and 10 minutes and counting. I was also in a live chat for a long time before the call. Which basically wasted my time and said call instead. All the sign posting on your website says to use the live chat as it's quicker, but then you have to call and wait again anyway. The signposting on the website for home moves doesn't lead anywhere. It's like the website is stuck in beta. Also, I got a text and email after I spoke to the sales rep to book in an engineer, but it didn't let me do it online...I'm still in the queue for that on the call. It's been 'position 2' for the last 20 mins or so.