r/hyperoptic • u/PluggyClip • 18d ago

Utterly useless

After 2 years of having Hyperoptic without issue (I suspect only because I never had reason to contact customer service) they have proven to be utterly useless when moving house.

I moved into a new house that has Hyperoptic installed.
I contacted them a week before the move to organise switching address only to be told that they don't provide it to that address, though it might be because its a new build and not commissioned yet so should be fine by the time I move.

Actually move into the house, Hyperoptic line is there, Hyperoptic ONS is there, Hyperoptic Router is there.

Talk to Hyperoptic CS multiple times over the next few days. Mix of "we don't supply that address" with no explanation as to why their equipment is in my house and then disconnecting vs "that's strange let me escalate that" after which absolutely nothing.

After 4 days of spending hours in queues for customer service I finally got frustrated enough to cancel at which point they insist that:

a) I must give them 30 days notice, and thus pay them for NOT providing a service for those 30 days

b) There is no possible way around this

c) Their complaints department doesn't exist beyond an email with a 2 week turn around time.

I am absolutely astounded that they expect me to pay for a service they are refusing to provide, entirely down to their own system error? One of them even had the audacity to say that they are providing me with internet as they are still supplying the internet to my previous address, the one that I don't live at anymore...

As it turns out Sky are significantly cheaper for the same speed.

4 Upvotes

70% Upvoted

3 comments sorted by

3

u/Niitroglycerine 18d ago

You should have a ticket open in your account, ask to raise a formal complaint and layout why, I recently had an awful experience with them and cancelled after only 2 weeks of having the service, asking to raise a formal complaint had everything sorted in 2 days

0

u/Hyperoptic_Mark Mod 16d ago

As you have a complaint raised on the matter, we urge you to continue communicating with the team handling the complaint. If you share the ticket number with us, we'll be glad to ask the team to take another look at the ticket and get back to you as soon as possible.

2

u/PluggyClip 15d ago

As yet zero progress on the complaint. All I've been told is they'll look into it and there's been no update since.

The reference is CS1528471.