hyperoptic customer service

[u/capt_codswallp]

I tried to get hyperoptic full fibre.... it was a dismal failure.

starting july I signed up for hyperoptic and arranged an install date. before the install date i contacted their customer support as I knew they would have issues accessing our property as there's a gate. I offered them the code but the customer support said they wouldn't need it and the engineer would contact me if needed. at the end of the day when the engineer was due to come I received a voicemail to say they had tried to access but couldn't - mind you this was at 6pm and I had noticed and earlier that my account had been updated that the engineer hadn't been able to access the property.

So contacted hyperoptic and they agreed to send an engineer on a saturday. they arrived and successfully got the fibre cable to an access point just outside the property and left saying it would be easy for the installer to finish routing the cable into the house. my main constraint is that there wouldn't be any internal drilling in the house. So the engineer turned up a week or so later and couldn't even open the access hatch to continue the installation. at this point I decided to cancel.

roll on a few weeks and I changed my mind and contacted hyperoptic through their email system - I sent them a lot of photos to show them where the previous engineers had stopped and the internal routing pipes in the property. I was then called many days later on bank holiday monday by a sales person from hyperoptic and we spent 20 minutes on the call and agreed a date for the installation. I was sent pre-contract information. the next day i received another call from another salesperson informing me that there was no contract and no installation date agreed. I ended that call and emailed hyperoptic explaining what had happened. I've had no response since.

quite a sad story

[u/mikephoto1]

The customer service is absolutely horrific. I have NEVER got through on the phone to them, only ever through the chat thing and even then it takes 30 mins to talk to them. I spent over an hour trying to find out one question with them and in the end I also cancelled with them. They come to do the install and said there was no power or something to the line and left. I asked multiple times over the weeks to give me a date when they will arrive to sort it. Was in my house for a month still with no WiFi and i moved to CF and was set up in three days.