Hyperoptic Full Fibre Broadband
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Multiple 4+ day outages in the two months since we joined.
Took a week to get us connected initially. Now, a month later, we've lost service again now for 4 days. So in the last 2 months we have spent almost a quarter of that time completely disconnected. This makes working from home almost impossible and is causing serious problems for us; we've had to do more travel, buy extra routers, etc. For the currently ongoing outage we've had very little communication from them about timelines for a fix, only way to get updates is a 30+ minute hold time on the phone because chat doesn't work. They say we don't even have an ongoing outage on my account page! 'We will text you when it's fixed' combined with 'it will be fixed today or tomorrow' (it's now 4:45PM the next day) does not inspire confidence. Even when we have been connected we are getting service far, far below the 1GB connection we pay for - average speed from multiple tests is 150MB down. The first time around the socket was genuinely broken, but it took them most of a week to get an engineer out to us. This time around it's an issue 'on their end' that apparently only affects us, but are giving us no information about how long the fix will take. Worst of all we're locked into a 2 year contract with them now with exorbitant exit fees. We did this to avoid sharp price hikes after our first 2 years with them. I have used Hyperoptic before and had an OK experience, but this time has convinced me not to use them again.