Customer feedback shows a clear pattern: many users praise fast installations, helpful agents and speedy engineer bookings, which often make onboarding straightforward. At the same time several reviews report serious reliability problems — long outages, slow speeds and cancelled or delayed engineer visits. A small number of customers question value when introductory prices change or speeds are reduced on renewal. If you are considering Hyperoptic, check local reliability reports and contract renewal terms, and prioritise areas where prompt engineer support matters to you.
Examples from available reviews (Dec 2021 – Feb 2026).
Repeated outages and poor speeds left reviewer without internet for days.
“still no internet, and an appointment with a technician now booked for 7 days away”
Introductory deal reduced in speed after expiry, leaving value questionable.
“Alec offered me £20 for 100mb.”
Support booked an engineer within three minutes, excellent service.
“engineer booking within 3 minutes of picking up the phone”
Switch and installation were smooth but staff miscommunicated about cancelling old provider.
“confusion from your employees about informing the old provider”
Most reviewers describe quick installations and responsive engineers; a smaller group report repeated outages, cancelled visits and coordination problems.
Only a few reviews mention price; one notes concerns about reduced speeds after an introductory offer expired and questions overall value.
Account setup, switching and renewals are frequently reported as straightforward, with clear guidance from staff and quick onboarding steps.
Reports on speeds are mixed: several users praise very fast fibre, while others report severe slowdowns, throttling or prolonged outages.
Most reviewers praise helpful, patient and informative staff; a minority cite internal confusion about switching and cancelled appointments.
Many customers report positive, efficient experiences overall, though some describe frustrating reliability issues and long outages prompting consideration to leave.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (19) · Reviews (1) · Quotes shortened · As of: February 2026
Ilija was helpful and secured the reviewer a good deal.
“Ilija Spasic was extremely helpful, nice and supportive and got me the best deal.”
Two months after signup, cables still not installed.
“they still haven’t been able to come round and actually install the cables”
Dusan was fantastic and friendly.
“Dusan Was fantastic, and funny”
Installer got internet running quickly and was professional.
“he got my internet up and running in no time.”
Technicians arrived on time and efficiently set up WiFi.
“arrived right on time and efficiently set up the new WiFi”
Live chat was quick and Aleksa activated the WiFi swiftly.
“getting the wifi activated swiftly!”
Long-term customer; issues and upgrades handled quickly and smoothly.
“completed very quickly and with no fuss by a lovely lady called Milijana Radic.”
Installer Adam worked effectively and efficiently, providing fast service.
“very fast and good service from hyperoptic”
Dimitrije was clear, patient, and explained a new deal well.
“he was clear, concise and patient in informing me about a new deal”
Customer support handled activation swiftly and Aleksandra was helpful.
“Customer support was swift in handling the activation”
Veselin went above and beyond assisting with contract termination.
“went above and beyond to help me as much as he could during that process.”
Abdul Mukid completed the installation smoothly.
“Abdul mukid was great everything went smooth”
Engineer was punctual, professional, and kept reviewer informed.
“Shoaib.M was on time kept me updated on ETA”
Installation was quick, professional, and worked immediately.
“Everything was set up perfectly and working straight away.”
Stela provided clear, patient, and empathetic pre-sales support.
“She explained the offer clearly and patiently”
Helpful advisor secured a contract and Hyperoptic's price-match retained the customer.
“Their price match policy is actually really good.”
Aleksander provided clear, patient, and reassuring sales support.
“He provided a clear and thorough explanation of every step”
Reviewer was charged a large termination fee and finds it unfair.
“very unfair that I have to pay huge amount for terminating”
Technician connected internet within 15 minutes and was helpful.
“connected to internet within 15 mins”
Milica patiently helped choose the right package and set it up efficiently.
“The package was then set up very efficiently with all the steps fully explained.”
Customer charged extra due to renewal delay and found staff rude.
“they still charge you for an extra month if you don't give adequate notice.”
Failed installation left reviewer without internet and compensation refused.
“left me with no internet for over a week as I work from home”
Account termination request ignored, reviewer billed for an extra month.
“I got auto enrolled for another month (£53) regardless.”
Agent resolved signing issue and provided helpful, needs-based advice.
“Aleksandar Knezevic resolve the issue with signing the contract”
Switch and installation were smooth but staff miscommunicated about cancelling old provider.
“confusion from your employees about informing the old provider”
Support booked an engineer within three minutes, excellent service.
“engineer booking within 3 minutes of picking up the phone”
Fast speeds and brilliant support; engineer booked within three minutes.
“Not only are the speeds blazing fast, the customer support is brilliant”
Introductory deal reduced in speed after expiry, leaving value questionable.
“Alec offered me £20 for 100mb.”
Installer was professional, patient, and provided clear installation guidance.
“he was very professional and patient during the installation process”
Reviewer describes staff as good and patient.
“Good and patient”
Repeated outages and poor speeds left reviewer without internet for days.
“still no internet, and an appointment with a technician now booked for 7 days away”
Repeated outages and chaotic, hard-to-reach customer support delayed repairs.
“after three weeks of emails and calls we still have no service”
Milena quickly resolved problems and answered doubts within seconds.
“she found a quick solution to my problems and sorted out my doubts in seconds!”
Phone chat with Aleksa doubled speed; quick process got service running.
“A quick chat on the phone with Aleksa Zecevic about doubling my speed”
Sara was understanding and provided good customer service and follow-up.
“Really good customer service experience!”
Reviewer reports that service has been very good so far.
“So far very good”
Installer Ali S reconnected service after delay and left premises tidy.
“Happy to be connected again.”
Helpful support during account creation and switching from Virgin Media.
“Vladimir Potic was very helpful in switching from virgin media to hyperoptic.”
Advisor clearly explained renewal options and completed setup quickly.
“did a great job of explaining my renewal options”
Representative was professional and made package transition smooth.
“Dimitrije was very profeesional and helpful so my transistion from one package to a different one went very smoothly.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Hyperoptic is a UK internet service provider that deploys full-fibre broadband directly to homes and businesses, with a focus on high‑speed residential and multi‑dwelling properties. People researching Hyperoptic commonly look for details about installation, engineer support, speed reliability and contract pricing before choosing a plan.