“extremely poor customer service, its been over 1 month since i have been complaining about a problem with the internet and no response as yet. I have sent at least 6 e-mails and numerous phone calls and everytime they say someone will call you back within 2 days .... over 1 month now still waiting !!!! Word of advice > avoid these cowboys !”
“Took them 2 minutes over the phone to upgrade my package to a higher speed one, two months later and I am receiving a fraction of it (50MB vs 1GB).
I call them/email them multiple times a week, they have not sent an engineer over and have me running in circles. Trying to raise a complaint but the customer service reps won't assist with that either. Unfortunately, can't rate them lower than 0 stars, criminals!”
“I was told the wrong information and about the installation and when they booked someone to come they didn't arrive I wasnt told before hand that no one was coming until I spoke to them about it. I waited over a month for someone to come with the wifi someone did come but couldn't activate the Internet they had lots of excuses which made me change my mind and cancel my broadband with them as it was really stressful and upsetting for me I don't want it to happen to anyone else.”
“Sign up to Hyperoptic at your own risk, but here is my experience: In September I was out of internet for a full month because they took weeks to send an engineer. I am out of internet AGAIN since Monday (4 days) and still waiting to hear back from Hyperoptic to book an engineer visit.”
“Terrible terrible company , lie to you to get you into a contract by saying there will be no charges to move your internet if you need to move in the future, also say there will be no fees if you need to cancel because they can't provide to you where you have moved, then down the line when you have moved they are rude and say it doesn't mayher what they have said over the phone and you are in a two year contract and have to pay ffor a setvixe you cant recieve??? Who has ever heard of having to pay for something that isn't being provided, in no circumstance trust this company or anything their advisors promise to you, the contract you enter into is a completely different thing to the actual reality, and now when I contact them they are just rude, I can't believe they get away with this I am still paying for a service at my new address I can't receive.”
“Amazing installment done today by Steve O 14005. He was polite, efficient and very quick. He thoroughly explained the whole process and next steps to getting my Internet up and running in no time.”
“We signed up, having read reviews about potential the company taking months to dig up the road etc so already we were unsure about them. We call up to get an engineer to see how they will get a connection into the house (couldn't do it online which was a waste of half an hour). An engineer comes out says it shouldn't require digging up the road, you just need to ask your neighbours about attaching some wires to their houses. We do that, the next Engineer comes out, he arrives at 9am when he was booked to come in the pm. He asks us if we have spoken to a totally different set of neighbours and says he has to drill deep holes into their houses for his ladder (yes ladder, considering there they're only going up one floor I've no idea why you need a 5 inch drill into a house), I already know one of the neighbours in the other direction says they don't want any drilling into their home (pretty reasonable request) so I tell them that they've wasted our times. We've spent another £55 with virgin media waiting for them to come and do this work and they've messed us around. We then call up customer services to cancel and get our refund for the initial payment and due to the fact we got a second engineer out we weren't eligible for a refund. They would not listen to anything else we had to say, we asked for someone more senior and supposedly they don't speak with customers. They totally wasted our time and kept the cash. What an embarrassment of a company.”
“Very bad experience. Our new home is supposed to have the service pre installed but unable to get them to activate it. They are unresponsive and unhelpful. I would not recommend this company. Best to stick to the known providers.”
“Over 2 months ago my broadband went down had to wait almost 2 weeks to get fix, ever since it bin on and off keeps going down I pay for 1gb and the last week all I bin getting is around 9mb very bad today I got up broadband down again from 10qm it is now 9.30pm still down bin trying to ring up no one picking up so fed up now Hyperoptic has gone from being fantastic service to 0 services”
“SCAM COMPANY AVOID AT ALL COSTS!!!
I signed up for internet with Hyperoptic on the 12th November. Since then I have been without internet. Despite setting up correctly - there is simply no service. I have contacted Hyperoptic on several occasions and no one has got back to me or bothered to raise the issue. Hyperoptic has truly shocking customer service. After having read the reviews online this seems to be a common occurrence. It appears to be a scam company.
I am a solicitor - having internet is of vital importance for my job. I feel incredibly frustrated and upset as not only are they taking my money for no service - but they also refuse to respond to any of my emails or resolve the issue in a timely fashion. They have absolutely no regard for their customers. They are in complete breach of their own T&Cs and the Consumer Rights Act. At this point I just want to cancel my subscription and never hear about this company again.”
“Absolutely horrified!!! Team of foul mouthed ignorant guys wakening us up at 8am today shouting and bawling, drilling cables snd ladders everywhere. We live in small studio flats with narrow corridors and had NO idea they were coming let alone gave them permission to drill boxes above our doors!! We will be asking questions.”
“Once again, they let me down MASSIVELY!!!!!!! After moving in my new place 2 weeks ago, I still have no internet and they claim that with a modem already installed, it'll only take minutes to get online. LIES LIES AND MORE LIES!!!!!!!!!! It then transpires from my developer's team that there had been damages to my internet cable which Hyperoptic did not even communicate to me despite my daily calls wasting time with their useless customer service!!! And here I am wasting more time!!!!!!!!!!!! They told my building management they sent me a dongle... about a week ago... guess where that is? NOWHERE... I did not even receive it yet one week later!!!! Today I had to work from home yet again using my mobile 4G which I've already spent way too much money on.. waiting for their engineer to come and fix it!!!!!!!! I was promised the engineer would come today - all my building management were on it, fixing whatever needed to be fixed in order to be ready for the engineer to do his fix today when he came but guess what?!?!?! He did not show up.... they said his name was Steve who did not even bother to call us to let us know... we had to chase him!!!! Now they said they're coming tomorrow and I can't be home tomorrow as you know... people have to work to pay their mortgage and stuff..... And I'm being forced to leave my keys with someone to let him in... I'm not comfortable having to leave my keys with strangers and I can't ask my boss again to work from home.................................. What an utterly useless company this is!!!!!!!!!!! AVOID AVOID AVOID........... THEY ARE USELESS!!! WORST CUSTOMER SERVICE EVER... LITERALLY.”
“Avoid at all cost. If you have to move home and they can’t provide service in your new location due to lack of cabling in that area they hit you with a termination fee over £300.”
“They have done the installation to my house. It has not been working for 4 weeks now. They keep on saying there's a problem outside the property, no engineer available. Why did they installed the broadband if they don't have any engineer to fix the problem. Still waiting”
“It took two months to install!
Useless customer service people who act like robots!
Had to re-arrange five times!
You can't escalate anything, and they always blame their subcontractors when the fault is those who sold us this nonsense broadband scam.
STAY AWAY. I REPEAT, STAY AWAY.”
“Moved in to a new flat, looking for internet providers we were interested in Hyperoptic. A salesman quickly informed us that a new installation to the building would arrive shortly, and soon after the internet would be ready to go. Great we thought.
1 month passes with promises of "next week" being the installation date. Never happened. Finally we find out that the building is connected. Hooray! All we need is a tech to connect it all up for us. Perfect. Date of installation? 20 plus days after the building itself is connected. We tried getting it expedited, calling multiple times and finally we were able to arrange for the tech to come sooner.
They were scheduled for a Monday. Over the weekend we received 2 optimistic texts saying that technician is coming. Wonderful we thought. Now its Monday. And what happened? "We are so sorry, your technician was cancelled.". We were notified of this AFTER the technician was supposed to come and only because we called. I bet if we hadn't we wouldn't have even been notified.
How is it that an ISP in the UK is worse than the ISP from the Second World country I come from? How is this at all acceptable? How can you keep promising and promising and deliver exactly 0? Nothing. Nada.
My review? Stay away. Stay far away from Hyperoptic. Almost 2 months promising internet. And it's not like we live in the middle of nowhere. We are 40 minutes away from central for gods sake.
If you dont have the people to do the work, why even offer a service.
0/10, give the company over to someone who can atleast get the internet installed when they say they would.”
“Big companies installing cables in front of your door without consent!! Also trustpilot allows them challenging the negative reviews. Even when you write back to trustpilot with evidence that your review is legit they still didn't put it back. This means the review ls are not accurate at all...costumers check in different platforms before you choose a service!!”
“***Day 6 without a working internet connection***
I signed up to Hyperoptic on the 14/08. The internet connection randomly stopped working on 24/08 - in the middle of the work day.
I then called Hyperoptic and they advised an engineer is not able to come out to fix the issue until the 08/09 - a full 16 calendar days later.
16 calendar days without internet is unacceptable - especially for someone WFH! After Multiple calls, emails and complaints to Hyperoptic, I have not received any urgency from Hyperoptic’s end to resolve the issue!
I am extremely disappointed with this level of service I am receiving from Hyperoptic!
I now have to spend additional time, money and effort to organise alternative access to the internet while I wait for Hyperoptic to respond. A working internet connection is the minimum standard I expect from an INTERNET SERVICE PROVIDER - and Hyperoptic are not able to even provide that.”
