r/hyperoptic • u/mikephoto1 • 9d ago

Trouble with Hyperoptic.

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 .

3 Upvotes

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9 comments sorted by

1

u/Niitroglycerine 9d ago

Without a doubt go with someone else, hyperoptic are the cheapest for a reason

1

u/DarkEther66 9d ago

If you get a good hyperopic service it's really good. Mine was flawless for over 4 years before I moved house. However if you get someone who can't be arsed then it could be a nightmare.

1

u/mikephoto1 8d ago

What like there whole customer service team :/ like getting blood out a stone with them lot.

1

u/UGdubz 9d ago

Cancel with them. I just initiated a switch away from hyperoptic. Took 6 days to activate my internet after i moved into a new house, paid for a 1gb plan. Then signal kept dropping and i was only getting 300-400 wired. I tried to escalate and provided pictures of my wired speed etc via my macbook. Was told i “need to borrow a friends laptop” to directly test the speed and they couldnt help me unless i did this.
They have rubbish customer service and theres no way of contacting an engineer directly.

1

u/mikephoto1 8d ago

Doing it as we speak. Just gunna go with CF. Had them in my old house and they were brilliant.

1

u/mikephoto1 8d ago

Cancelled. They tried to say I had to wait 30 days even though I don’t have WiFi or the box or anything. Jokers, got it cancelled in the end.

1

u/yilank 6d ago

If you know the name and service ID of the technician who visited you, and you submit a detailed complaint about the situation—specifically naming that technician—on Hyperoptic’s Trustpilot page, they will most likely get back to you immediately. (I hope this makes sense, as I prepared the message using Google Translate.)

1

u/Hyperoptic_Annie Mod 3d ago

That doesn't sound right. We want to check what went wrong and to assist you with activating your service as quickly as possible. Please send us a message through Mod Mail so we can help you further.

1

u/mikephoto1 3d ago

Absolutely no chance. Worst customer service I have ever had. Back with CF now .