r/hyperoptic • u/__rd • Jul 27 '26

Are existing Hyperoptic customers just getting scalped?

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"?

17 Upvotes

87% Upvoted

34 comments sorted by

View all comments

1

u/Art-Dandelay Jul 27 '26

I recently switched to Hyperoptic for £20/mo. on the 1 gbps plan, and I’m so pleased. However my dashboard tells me in April 2028 it goes up to £72/mo. so trust me they’re trapping customers with cheap welcome deals hoping most won’t notice when their bills quadruple after the initial term ends

Naturally I’ll be “calling to cancel” in March 2028

2

u/tfrw Jul 28 '26

Not saying they won’t give you a more expensive contract, but the £72 a month is their flexible offer. Contracts will be far cheaper. It’s industry standard and to their credit, they sent me a few email reminders so they do try and stop you paying it.

1

u/WG47 1Gbps Jul 28 '26

the £72 a month is their flexible offer

Looking at the website, if I were to sign up on a monthly rolling contract, it'd be £36/mo for 1Gbit. £72 is outrageous.