Hyperoptic Full Fibre Broadband Reviews

Submitted our request to move connection from old house to new which was very fast and connection was enabled in the new house very quickly as well.

Professional & kind

Hyper optic is probably one of the worst services available. I would really stay away from them. Here’s our story: We were promised from a representative that we would be able to receive installation within a week. Upon signing formally with them, we then did not hear back from them for almost 2 weeks. In this period we called them four times emailed them four times and during the calls they told us that they would escalate our case with no escalation done and ignored all of our emails. They then came, did not inform us that they were doing a site visit, and only when we asked, did they tell us that they were doing a site visit. Afterwards, they told us that they would have to conduct more works in order to install Internet at our site but did not give us an estimate. It has been three weeks now and we are still waiting. I would really avoid hyper optic. Do not use them at any cost. I would really rather use any other service Virgin, BT you name it. Hyperoptic is atrocious.

I had an engineer attend the house and install a new line and router. All connected up and tested ok. He left at around 2:30pm. He said someone would call me when the new connection was picked up, it usually takes about an hour… 2hrs later I called customer service ‘new connection’ they said I would need to wait another 1-2hrs for the connection to be picked up. Still nothing by 5pm so I called back andxspokecto and spoke to an advisor who told me the connection was still not made. I complained this was taking far longer than the new connection times advertised. I was transferred to another department and ended up on hold for 4.5hrs, until 31:30. Fortunately, I was told by an automated voice every 2 minutes “thank you for being patient”…. I was #1 in the queue for 2hrs but still nobody picked up. I hung on as I just wanted to see how bad customer service could be. Seems like it’s the worst ever…… Absolutely appalling experience- why would anyone sign up based on a first experience like that????

Viseslav was super polite and helpful

I was having problems with intermittent connection after a long time of good internet, with this occurring around the time of my renewal. Katarina Hadzic was really helpful and assisted in getting a much improved deal, with the other customer service team monitoring my connection to find the issue.

I had a concern regarding my bill with hypeoptic and I used the chat section. Where I chatted with Andjela, they were really helpful, supportive and considerate. Thanks Andjela for your support.

I’ve had all sorts of problems with hyperoptic in the past. But if there’s one thing I can comfortably say is that their customer service is great and always finds ways to help and make things right. Great internet. Katarina Hadzic has been very helpful recently.

Amazing customer service, Katarina Hadzic was very kind and helpful. Renewal was very easy with a very competitive price.

Great cost and connectivity- extender for my house ten times better than previous provider who claims to be the best… Needed works completed to have fibre to the house, was kept fully updated awaiting council approval for street works, smooth transfer from former provider. Installation by Jamal Ali was super professional and didn’t take long at all and very friendly professional.

Very happy with the service provided by Jovana. Thank you

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.

INSANELY high termination fees. I understand that I entered into a contract, but let’s be honest, the economy is awful right now and people’s situations change. I’m having to move to a building that they don’t cover, and even though they’re not providing any service to that area, I’m being expected to pay a termination fee of £489. In THIS economy??? £489 to not receive any service anymore is outrageous. They also spend a lot longer than they should have setting up my broadband in the first place. It took like 2 weeks, genuinely, and there was no need for it to take that long. Broadband is cheap for new customers to lure you in, but the prices increase a lot, the service is nothing special, and the cancellation fee is extortionate. And Uglijesa (I hope that’s the right spelling), it’s very unprofessional to end a conversation in the middle of a customer trying to get help.

Nicola was very helpful with getting my service activated. Sorted the problem for me in no time.

The advisor agent Sejla was very helpful. They responded very quickly, informed me about the things they were doing and scheduled me an engineer appointment immediately. The previous advisor I chatted with was actually useless. It took too long for them to respond, they didn't ask me what issues I was having and they ended the chat without even trying to help. I don't want to give names and ashame people publicly but I hope the managers can reach the chat transcript and identify that person. 5 stars to Sejla 🌟

I waited 40mins for technical support but had to hang up the phone due to school runs. I called back the next day and waited an hour before the phone cut off. No call back and I was just too afraid to call again. 1.5hours of my life gone. And the horrible waiting music has also given me trauma! Avoid this despicable broadband provider at all cost.

Mia B was superbly helpful in identifying the root cause of why my internet was down. Mia B did so efficiently and effectively. I was connected to Mia B quite quickly after opening the chat and Mia B patiently and accurately was able to help out and resolve my issue. It wasn’t straightforward but we got it resolved. I was also compensated for the inconvenience experienced, which was a very nice gesture. I’ve generally been very happy with Hyperoptic, as a customer that’s been with them for a few years now. I do recommend their service.

Katarina Hadzic was absolutely brilliant while helping me renew my Hyperoptic contract. She was so friendly, patient, and clear throughout, taking the time to explain all the options and helping me find the best possible deal. The whole process was easy and stress-free thanks to her helpful guidance. Thank you, Katarina, for such fantastic customer service!

Ugljesa was really helpful and efficient!

Amazing customer service a employee named Aleksandar Jovanovic introduced self and was supportive and kind with a quick solution to quell my worries