Reviews often mention quick, professional installations, with many customers praising named staff for clear, helpful support. Others describe serious issues, including outages, failed installs, and long waits for repairs. Billing and contract charges are another frequent source of strong frustration. Overall, feedback splits between good frontline help and poor service continuity or billing experiences.
Examples from available reviews (Dec 2021 – Feb 2026).
Installer got internet running quickly and was professional.
“he got my internet up and running in no time.”
Dimitrije was clear, patient, and explained a new deal well.
“he was clear, concise and patient in informing me about a new deal”
Failed installation left reviewer without internet and compensation refused.
“left me with no internet for over a week as I work from home”
Reviewer was charged a large termination fee and finds it unfair.
“very unfair that I have to pay huge amount for terminating”
Many reviews praise engineers who arrive on time and complete installations quickly. Other customers report long outages, installs that fail, and lengthy waits for an engineer visit. Both patterns show up repeatedly across reviews.
Complaints often focus on unexpected charges, termination fees, and being billed an extra month at renewal. A smaller number point to price-match or introductory deals as good value. Problems around billing and contract charges remain a consistent negative thread.
Many customers mention specific staff and describe patient, solution-focused help during sales and onboarding. A smaller group reports very poor experiences overall and says they would not recommend the company. Most named-staff praise appears around signup and installation.
Some reviewers say speeds fall below advertised guarantees and suspect throttling on lower-tier plans. Others describe speeds as "blazing fast" or reliable at the start. Connection stability and slow-speed issues appear less often than service and billing complaints, but still stand out.
Many customers highlight clear, patient explanations from sales and support during setup and renewals. Others describe messy escalation, teams that are hard to reach, and slow replies during outages. Communication tends to be strong in sales but weaker when managing outages.
Reviews split between smooth installations and ongoing problems such as unresolved outages and billing disputes. Positive comments cluster around first contact and installation. Negative feedback concentrates on long-term reliability and ending contracts.
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 provider that installs full-fibre broadband in homes and business premises. It delivers fibre-to-the-building connections and sells consumer and business plans with symmetrical speeds up to gigabit tiers. Installations usually include an on-site engineer, a fibre termination point in the building, and a managed router for the property. Hyperoptic operates across several UK cities and works with landlords and building managers to roll out fibre. Customers handle accounts and support through online portals and other contact channels.