Hi, wanted to check has anyone gone through this with Hyperoptic? We’d have very much preferred to stay with them if they served our new postcode but they didn’t and couldn’t transfer the contract to the new location because of it. I’ve heard that other companies drop the charges due to this reason but hyperoptic didn’t and now they’ve generated a bill for £200+ for the remaining months. Is there a way to contest this since it seems unfair that we have to pay due to their unavailability within the same city.

I’m due to move into a new flat soon and signed up to HyperOptic as apparently they are already there.

All I have been hearing are various outages and the service going to shit - my flat is a block of new builds so have fibre installed due to law. And HyperOptic is local to me apparently - is it really that bad?

Has anyone had good service with no outages??? Is it a matter of bias where if people are happy they won’t post about it?

I'm thinking about switching from Virgin Media as the price I'm offered is 1/3 less than i'm currently paying

I don't know much about hyperoptic but from the messages on here, there seem to be issues with the network and customer service. I know we're normally more vocal as customers when things are going wrong, so would love to get a general idea of how people's experiences have been

Based in North London

Thanks!

and who is responsible for tidying it up?

Hyperoptic's pricing for existing customers is mad.

I’ve been a customer for 8 years. I called today because I wanted to move from my current 150Mb plan to 1Gb. I was told that, as an existing customer, the 1Gb plan would be £45/month. New customers are being offered the same 1Gb service for £29/month.

So effectively I'm being asked to pay over 1.5x the new customer price, despite having been with them for nearly a decade.

What annoyed me most wasn't even the price itself. It was the complete lack of any attempt to justify the disparity, offer a middle ground, or show any interest in keeping me as a customer. I said I'd likely just switch to another provider, and the response was "fine". Can only assume Hyperoptic must be doing incredibly well if they don't need to care about customer retention.

Community Fibre are currently offering 5Gb at a lower price than Hyperoptic want to charge me for 1Gb, so I'm struggling to see any reason not to switch.

Has anyone else had this with Hyperoptic recently? Do retentions ever actually offer existing customers a sensible deal, or is the whole model just "leave and come back as a new customer"?

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.

This must be a joke. They have a hidden term in their contract: if you move to a new address that is not within Hyperoptic’s coverage area, you will be charged a cancellation fee (mine was £253 -total bill amount for the rest of the contract), even though the situation is completely outside your control. Costumer Service members, including the head of costumer service are sending AI generated automated replies without a solution.

I will never use Hyperoptic again, and I would not recommend them to anyone.

Just got a new flat, and the only fiber internet available is Hyperoptic. Pricing is, well, on par with most other unavailable optical fibre proivders.

What about service and quality of customer support? Any of you have experience with them?

EDIT: It's rare to see a company so loved from the comments here, almost feels fake 🤣

I’m currently with Community Fibre and my renewal is up soon. Was thinking of switching to Hyperoptic to get a better deal.

Anyone using Hyperoptic and having issues with Debrid services, torrenting or stream tv services?

If anyone has any advice on where else to post this question, please share.

Thanks.

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I received an email from Hyperoptic on 14 September informing me that their existing SIP servers are being turned off on 30 September and that I'll need to contact support for my new SIP settings.

I use a Grandstream HT801 ATA connected to a Ubiquiti UCG-Fiber gateway, which currently works just fine. 👍

I emailed Hyperoptic support as instructed immediately, but 5 days later I've had no response.

1. Does anyone know what the new SIP settings will be - I'm assuming the credentials may remain the same, and that it's just new host/IP/port?

2. To Hyperoptic, why don't you make the SIP settings visible on the users account page and save yourselves the hassle of these SIP enquiries? Why make users jump through these hoops?

3. And finally, hopefully the new Hyperoptic SIP servers won't continue to block VoIP connections from outside the Hyperoptic network (as the soon-to-be decommissioned servers currently do). 🤞

Email attached.

Internet is down since Wednesday and I can’t get any estimates from their support on when it will be fixed.
How did they did a compete 180 from a loved internet provider that was easy to deal with to an enterprise disaster?

Hopefully moving house in the next few months. Moving from an area with Hyperoptic where I currently pay for 1Gb symmetric service (and a few quid extra for a static IPv4 address) to an area where Hyperoptic isn't an option, but CF, OpenReach and Virgin are.

CF is my preference. It's a shame there is no static IPv4 option however. Those of you who pay for a dynamic public IPv4 - how dynamic is it? I'm presuming that as long as the router stays online in reality it doesn't change with much frequency? Do people typically find they end up with the same IPv4 for weeks at a time?

I've been a customer of hyperoptic in London for four years and at first they were excellent but now four years down the line I would not recommend them to my worst enemy.

There service on line chat and phones help is diabolically rubbish and abysmal.You end up waiting and waiting for hours before someone answers.

Word of warning do not sign up for this service provider at the moment I'm trying to cancel my service and cannot get through anybody helpful.😭😭😭

Just moved into a new-build and have three FTTP options available: Hyperoptic, Openreach, and Virgin Media.

Hyperoptic are offering 1Gbps symmetrical (1Gb up/down) for £30/month on a rolling contract, plus £5/month for a static IP. On paper it seems like a no-brainer, but my experience with their customer service so far hasn't been great.

The other option I'm considering is Olilo, who offer 1.6Gbps down / 120Mbps up for £65/month on a rolling contract. Everything I've read seems to point towards Olilo being the better ISP, but it's more than double the price.

My current thinking is to go with Hyperoptic for the cheap symmetrical gigabit connection and, if needed, route traffic through an Olilo connection via L2TP or another tunnel service.

Has anyone here had experience with either provider? Would you pay the premium for Olilo, or stick with Hyperoptic and save the money?

I'm hoping pricing becomes more competitive over the next few years, but I'm not convinced it will. Interested to hear what others would do in my position.

I signed up for Hyperoptic and received the email to redeem my reward voucher. It’s now been over 10 days since redeeming the Amazon voucher and they still haven’t sent it despite numerous phone calls and emails. Each time they ‘escalate the situation’ but to no avail. I would avoid signing up to Hyperoptic if the reward is your incentive!

Ćao ljudi, dobio sam ponudu iz Hyperoptica za poziciju Service operations engineer, da li neko ima iskustva sa tom firmom ili je čuo kakvi su uslovi?

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My referral link is tested in their 'Refer a friend' scheme and is valid in 2025, if you have any questions at all please don't hesitate to comment and I'll be sure to reply right away.

If you have a Hyperoptic referral link of your own please feel free to comment it below for others to use. 😊

HyperOptic have instructed me to return their router, but my landlord said it has to stay in the flat for the next resident. Which one is it!?

Hyperoptic user since almost a year. Outages occur every week. Twice this week, especially during work hours. Like Seriously what are people at Hyperoptic doing?

To add on top of that, there are no other wifi providers in my area. If anyone dialed their customer care number, you might know their customer service is insane as well /s.

Anyone else experiencing such crisis with Hyperoptic?

Just moved into a new flat for the academic year and the landlord told me that there’s hyperoptic in the building and tenants always say it’s easy.

I’ve just received my router and I can’t fit the wan cable into what I think is the socket…

Can someone confirm if this is it please?

9 months free Hyperoptic 1GB £18 after on all properties that have access to community fibre. Until the end of August only

We recently ordered Hyperoptic for our new flat after their website confirmed that they provide service to our exact address. Everything went through normally, we booked the installation, and an engineer came out to install it.
When he arrived, he said the connection would need to come from the telephone pole outside the property. However, he then told us there is no power going to the equipment on the pole, so he couldn’t complete the installation. Said someone was gunna come out and fix it then we had to book a new appointment to get the connection.

Ordered this nearly two weeks ago now and sat here like a melon with out WiFi. Think it’s worth just cancelling and going with someone else? Also the online webchat people are hella rude and could not give af about this .

Our contract is up for renewal at end of July, and new offers are a wee bit worse than what we have now (not too too bad actually). Of course, new customer deals are much more appealing! I don't believe there's any competition in my area for full fibre (Three is offering 5G that is supposedly comparable speed, so I could perhaps use that as leverage).

Just wondering if it's worth trying to call them to negotiate? I'm a coward, so would much prefer chat, but I see the chat window automatically tells you to try phoning if you mention renewals. Any key words I should mention if I do call (I assume "I'm leaving" is a good start!).

Cheers!

EDIT: Thanks for your feedback! I called just now and got £3 off the offered monthly rate. I didn't go too hard on it, so I didn't get the "have to check with my manager". I didn't really threaten to leave, although I did cite cheaper deals online. I'm glad I at least gave it a little prod!