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
Akeem provided helpful, friendly assistance.
“Akeem is a very nice guy helped me a lot”
Engineer was on time, fast, and communicated well.
“Great engineer, fast service, on time, good communication.”
Sales team were helpful and efficient.
“Everyone in the customer's sales team is so helpful and efficient.”
Moved to unsupported area but charged £300 to end contract; poor support.
“they still charged me £300 to end my contract”
Referral promotion failed to deliver promised vouchers despite following process.
“Their referral scheme is a scam.”
Service unusable since installation and numerous contact attempts failed.
“internet is entirely unusable in one side of the house.”
Reviewer says Hyperoptic put them on a rolling contract and charged extra month.
“They put me on a rolling contract without my consent”
Client faced multi-day wait to fix router, leaving them disconnected for days.
“I have to wait until Thursday for someone to come and fix it”
Frequent WiFi drops and long wait times made service unacceptable.
“Wifi keeps dropping and after waiting for 2h to speak with someone”
Reviewer couldn't get help and was told to pay for remaining contract despite no service.
“they expect us to pay for the full remaining year of the contract — even though they cannot deliver the service.”
They billed months for service not being provided and were unhelpful.
“proceeded to bill for several months of service”
Service failed to deliver guaranteed speeds and refused fee waiver.
“Their service didn’t meet the guaranteed speeds they advertise.”
They overcharged a loyal customer and gave poor support.
“I’ve been paying £67/month for a broadband package now advertised at £46/month”
Repeated outages and long delays caused work disruption and no resolution.
“the red alarm light was on from day one.”
Connection cancelled incorrectly and new contract left me without internet.
“My internet suddenly stopped working on a Friday night.”
Reviewer does not recommend due to very bad service.
“Very bad service and customer experience.”
Still being charged after cancellation and no customer responses.
“STILL CHARGING ME AFTER I CANCELLED.”
Customer service failed to assist with installation and showed poor attitude.
“Customer service does nothing to establish connection”
Service was reliable initially but recently suffered frequent slow connections.
“the service always losing connection and very slow these days”
This is my first time writing a bad review and I hope it's the last time. After these few bad experiences, I decided to cut my losses with Hyperoptic and move on. I have Fibre 40 speed package and I'm sure everyone would know that 40mbps is more than enough for most people. But I'm not "most people". I have a lot of online cloud storage (from Google Drive and Dropbox) as well as back up hard drives and other hardware that access the internet very frequently. So for an average working day, I need about 30-40mbps just to be able to function well. Correct my throttling plea or I'll cut off your services!
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.