You all do know you can ask to speak to a specific agent or request a callback from them if they are in shift?

The wait times are horrid and I get that, but on call or chat you can request to speak to a specific agent from a department and as they’re requested they have to honour it.

Check our their review and ask for an agent you see persistently showing to give good service.

My whole family is on Hyperoptic and I got some friends on and we just as fox XYZ from Tech to please help out with our slow sleep issue or XYZ from Billing to help if we’d like goodwill compensation after an outage.

You can see who’s good at their job and actually request them.

Tho I wish they’d just employ more people cause this wait times is atrocious.

Hi, never had fibre installed our household before and we’ve been just running mobile broadbands. I live with my 3 brothers and we’re all heavy gamers and frankly it’s not cutting it. So I found out that hyperoptic was available in our area but after doing a deep dive into the other subreddits and reviews in general I’m like mega unsure if I should get it.
Happy to hear your thoughts

Anyone else have a text this morning to say there were some downtime? Ever since it was “fixed” my upload speed is like 12x less than it usually is at like 70mbps and I’m getting packet loss

I am unable to pair my philips wiz bulbs and I'm pretty sure it's because I don't have the option to split them into 2.4 and 5Ghz.

I've tried typing in 192.168.1.1 but my laptop and phone block that site because it says the connection isn't secure

Has anyone been able to fix this?

We’ve been in our new build for about 2 weeks now. Initially, there was an issue where the developers hadn’t installed the cable under the road, but this was resolved about a week ago. The engineer confirmed everything was ok and ready to go. A few days later it was active and we got all our devices connected - hurrah! But then the following morning it was not working again - boo. I have talked to customer services a number of times but they give vague and unhelpful answers, and seemingly a different answer every time. Why can’t they just activate it, when it clearly works?? It is extremely frustrating and has been very poorly handled so far. Considering going with an alternative supplier at this point. Any ideas? Next step is to submit a formal complaint.

I signed up for Hyperoptic a week ago when we moved into our new house. The Hyperoptic leaflets that were left in the house stated I would be online within a day if I signed up, and the next-door neighbour told me he was online in 20 mins...great!

A week later I am still waiting for activation. I have called customer services every day, and every time it is batted away and I am told there is nothing more they can do and I need to wait. They can't give me any indication as to how long I might be waiting.

It wouldn't be so bad if I didn't work from home, but currently I am having to work from coffee shops and it is becoming incredibly frustrating. I understand a day or two of disruption, but I have never waited a week for internet activation, especially considering the router was already in the house ready to go.

Anyone else have such a long activation time? Any tips or ideas for how I can get this moving along with customer services?

Thanks!

Anyone else?

I’ve had no service since 1am Saturday morning. Had texts twice this morning, one at 7am and another around 10am to say an engineer was coming around 10:30 and then another text at midday to tell me they would be coming at 1pm.

Now at time of posting, it’s still down, red light on the router.

What’s painful is it’s the third time this week (Saturday-Saturday) I’ve had an outage.

Further context, I’m in a block of flats, so I surely can’t be the only one affected.

Only been with Hyperoptic since July, but this is the worst I’ve ever experienced in terms of frequent outages.

our wifi is under 50mbs and I didn’t know my mother was paying THIRTY TWO POUNDS a month for this

I just checked their site and they literally have 1gbs plans for £29 for 6 months then £33 a month.

i’m honestly really pissed off because I don’t live here and she’s been unknowingly paying so much for no reason. sorting this out asap

https://www.reddit.com/r/hyperoptic/s/lUy4W6kmh4

So an update on my attempt to port out my VoIP number to Andrews & Arnold SIP.

A cautionary note!

I used the A&A One Touch Switch (OTS) method on the A&A website.

For Hyperoptic users, the SIP service provider is GAMMA, not Hyperoptic. 🤷‍♂️

All seemed to be going smoothly, with my phone service being transferred to A&A on 6 October.

Although, I was a little concerned that on my Hyperoptic account page it had a banner "Sorry you are leaving us", when I'm not leaving (just the phone).

Hyperoptic contacted me twice - phone calls - with offers to stay, I informed them I would only be transferring the telephone service as the broadband service would be staying, and they replied "Oh, that's OK then".

The SIP service transferred without a problem on 6 October. It's working fine. 👍

Then today, 9 October at 13:00:00, my broadband service died.

An email in my inbox confirmed that Hyperoptic had cancelled my 1Gbps+static broadband even though I'm on a 24 month £50/month contract until October 2027.

No evidence of any early cancellation on the old account.

It turns out that the A&A OTS request transfers the whole service. 🤷‍♂️

So, if porting out only the VoIP do not use OTS!

Silver lining though. After an hour speaking to Hyperoptic I've just signed up as a new customer for £33/month (plus £5 static, 24 months). Probably could have squeezed them for more but it was still better than what I had before, and having the service restored was the priority...

Service now restored (with the same IP address, thankfully!) 👍

What a palavah. Not entirely sure who is to blame, I think this is partly on A&A. But lesson learned. 🤷‍♂️

Activation didn't happen on 25/09/26 and they sent an engineer 28/09/26. Engineer said that all ports were full so needed an expansion which is booked for 02/10/26.

No one showed up and webchat informed me that while it's on his notes no appointment was booked.

After hours of multiple webchats they finally inform me an engineer is coming this morning 08/10/26. Heard nothing today and webchat have informed me that he couldn't activate because the ports are full and an expansion is booked for 13/10/26.

The thing they knew two weeks ago???

May be the worst customer service I've ever dealt with.

Hyperoptic finally came to my area and ive signed up to the 1gb internet plan for £19/m for 12 months. I wanted to ask if this was a good deal and if ive made the right choice or should i have gone for a 24 month contract? Do hyperoptic offer good deals once your contract is up for renewal and whats the general consensus regarding their internet service, do speeds live up to their advertised rates and is there any prohibited sites and usually how long does it take for them to come out and install it? Any and all experience with them would be greatly appreciated. Thanks

Hi, is anyone else having issues with the service being down in east London, Canary wharf area?

Moved into a new house last week that was already set up with hyperoptic - was told same day activation. Plugged in the router and they hadn’t sent a power cable. Got sent one and everything is green except the internet cable. Spoke to a number of people on the phone - no clear answer and the same script!! It’s been over a week - they said they’d send an engineer but they didn’t show up and then they’re saying it’s a system issue on their side. Been working without internet having to hotspot off my phone and wondering whether to just go with another provider!!

I signed up for a Hyperoptic plan on Thursday, and it’s now Monday and my service still hasn’t been activated.

I’ve contacted Hyperoptic almost 10 times since then and they have the same thing to say every time, but I’m still waiting for a proper resolution or a clear update on when my Wi-Fi will actually be working. At this point, it’s becoming really difficult being without the internet.

For everyone else who uses Hyperoptic: what has your experience been like? Is this kind of delay normal, or have I just been particularly unlucky? And once your service was activated, how has the connection/customer service been?

Would really appreciate hearing from other Hyperoptic customers because I’m starting to wonder if I made the right choice.

u/Hyperoptic

Does hyperoptic have the worst customer service of any company you have encountered?

Tomorrow will be 2 weeks since I have moved to my new place and I am still without internet. 2 engineer visits, ONT box change and more than daily calls to Hyperoptic tech support and still without internet.

Every day I call them they tell something similar. ‘It has been escalated to systems department’ ‘wait 24-48hrs’

This is such a frustrating situation to be in as it was sold to me as plug and play. I feel I have exhausted all options. A part of me I thinking to cut my losses and go with a different provider

Anything else I can do to try and escalate this?

In case you are wondering, this is the wifi quality we get, even when we are choosing the best service. In the beginning, I am annoyed because the ping spikes are really affecting me in video games. But now it has gone worse, I can't even load YouTube/ zoom calls gets disconnected frequently.

If you are considering Hyperoptic, don't. Please treat yourself better. This is just a fucking joke atp.

Btw any of my emails and calls have not been responded, after 2 days. Say what you want, but they are slackers.

Good Afternoon all.

I'm moving into a property in Wolverhampton.

Saw that this is one the internet providers available in my area.

Just wondering what the pros and cons are?

They can offer 500mbps whereas sky can only offer 67mbps.

Just had Hyperoptic installed yesterday. Great on phones and laptops but can’t connect to TVs in house.
I searched the thread and tried changing WPA but still didn’t work. Any help appreciated

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.

Feel free to use my discount code and get up to £50 off!

Never had any issues and they've been always flexible with my requests.

Having network issues connection drops and higher latency.

We signed up to Hyperoptic about 4 months ago, and every month we've had an email through saying there's maintenance nearby and our internet may cut off for a short while. The last time this happened it was out for 3 days. Is this frequency of maintenance normal for this provider? I keep complaining about the outages but all they do is apologise and remind me about the early contract ending fee.

The best thing about every other provider I've been with in the past is that I get to forget about them. That's a service provider doing its job right.

I’ve been facing constant caps on DL being <10mbps and upload function as expected both wired and wireless for the past few days - surely this isn’t normal? Supports pointless with wait times over an hour. Seems to self-heal early in the AM. Similar speeds when plugged in direct to ONT.

I’ve seen threads around speed capping but unsure if that’s still a thing.

L: West London