Hyperoptic Full Fibre Broadband Reviews

Advisor Aleksa has been very nice and helpful with my wifi issues, good service.

Gary Reid. Was excellent in telling me procedure from coming away from Sky and saving me money really polite gentlemen

The experience was overall smooth and efficient. Especially Adam Hryniewicz was very helpful and managed to install for our home nicely so thank you!

The experience overall is smooth and efficient. Especially Adam Hryniewicz who helped us to do the installation, was willing to go extra mile as there were some difficulty to install it in our house and he got it done nicely ! So thank you !

Great experience

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.

Predatory termination fees. Web assistance never replied, and when they did (by email several days later), they took actions that I never authorised. Phone customer service was alright.

DAVID JEREMIC was really efficient and helpful in sorting out my contract renewal and was able to get me the best deal available

Always a pleasure working with Hyperoptic team. Aleksander was able to work out a great deal for my renewal very quickly and get everything into effect immediately. Happy to have such a great wifi provider & customer service always!

Nice and helpful

I had positive experience when working with customer service team, in particular Stefan Grzunov, for my contract renewal. They were very proactive, supportive and efficient. I have still ongoing refund issue, but have no doubt that they will handle with care and efficiency.

I had a great experience with Nikola L, who helped me activate my service. The process was quick and straightforward, and Nikola was very helpful, professional, and patient throughout.

The engineer that came was really good. And done a really good job.

Thanks Sejla H. for her help!

I have been a loyal customer with Hyperoptic for six years, but since renewing my contract for a supposed "upgrade," my experience has completely souring. I am now subjected to constant internet outages affecting my ability to work. Every time I contact technical support, I am met with complete disrespect from representatives who sound like they are over their jobs. What makes matters worse is that Hyperoptic asks customers to disclose disabilities and state required reasonable adjustments on record. As an autistic customer, I have noted my communication needs, yet these are completely ignored. Even when I explicitly disclose my disability to representatives on calls, they make no effort to accommodate me and instead become hostile, argumentative, and antagonizing. I have now been forced to lodge a formal complaint regarding breach of contract and disability discrimination. While Hyperoptic used to be a great provider, my recent experience has completely ruined my view of them. I can no longer recommend them to anyone, and I cannot wait until I am free from this contract so I can switch to a provider that actually delivers the service I pay for and treats customers with basic respect.

It was easy and convenient to renew the plan

Please give Olja a hug from me 🫂❤️

Milica Bucalo was very helpful :)

The agent was excellent and patient. My only reason for dropping a star is it took over an hour to get to an Agent and chat failed to recognize my issue on several different attempt. Had it not been for the agent I would have rated much lower.

Terrible service and inexperienced support. After many phone calls and live chats, and I especially remember a call from a "salesy" type individual, they said my property is already sorted for the service and I don't need to do anything further as I already have a router installed... I arrive at the property due to just moving in, low and behold, no router in sight. I then call again and get put through to a lady who didn't really know what to do. She said she needs to put me on hold, then 20 mins later, she says that she needs to "concentrate" further and will call be back within a few hours due to there being a technical issue. Few hours pass, no call back, then I call support again. They drop their usual line of escalating the issue to relevant department and exclaiming that the issue is put forward as "urgent", and I will be contacted within 24 hours. 24 hours pass... Still no communication. I then have to call them again, and state there is no router here.... They send me the mini booster hub which doesn't work without the main hyperhub that has to be installed by an engineer. So... a few more days went by, and it's worth mentioning that we are 5 days past agreed activation date, and they finally realize that I don't have a hyperhub, even after making this very clear multiple times. So, an engineer is sent out a few more days later to install the hyperhub after many promises of fixing the fault. Within 5 mins of the engineers arrival, he states we don't have the necessary wiring to activate the broadband and it's not available on my property.... So after over a week of them tell me I am all set for activation, it turns out the service is not available in my area. Very frustrating as I needed the connection for my job. Immediately canceled everything and joined sky broadband despite their protests of keeping me and advising me to wait until the service is available at my post code 😂. Unbelievable.