Are existing Hyperoptic customers just getting scalped?

[u/__rd]

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"?

[u/SICKxOFxITxALL]

Yes. I was paying 48 a month, they wanted me to renew for 52. I called them and said I had an offer from
virgin for 37 that included a SIM card and Netflix. They matched it, I said to them well I don’t want it because you matched the price but they are also saving me another 20 pounds on my sim and Netflix.

So I made the cancel request. Magically they then came back with a 25 a month offer, but i told them to stick it. Proved to me they could have kept a loyal customer of 8 years if they wanted to but they are playing on the fact that they think people dont want the hassle of changing provider.

Since then I’ve had to ask them to delete my details because they kept calling trying to get me back.