Hyperoptic Full Fibre Broadband Reviews 

Customer service and service in general was great!

Spoke to customer care assistance named emilija who helps me excellently and help me out in great and respectful manner appreciate their help and service today

Live chat is very useful and quick for assisting customers.

Our service came up for renewal with Hyperoptic - the provided plans were more expensive than what we had been paying, and a quick check of Uswitch showed that other providers were able to offer lower-priced plans for the same spec.

I called Hyperoptic and was immediately put through to Tatjana from their team; I asked if they could price-match, and she was able to check within moments and confirm that they could offer the same price as the next cheapest package offered via Vodafone. This will all sorted in less than 5 minutes, and we're locked in for another 24 months.

Star only dropped as the plans were highly-priced in the first instance, but otherwise very satisfied with the customer service. Thank you.

Nikola was helpful. Answered my query efficiently.

Shout to Marko Dukovski, he helped me exceptionally well today. Listened and got the issue resolved ASAP, appreciate the help. Best customer service received in a while

I recently switched from another internet service provider, and the whole process was extremely smooth. Everything was arranged during a phone call that took around 20 minutes.

Stela, who assisted me, was incredibly helpful, considerate, patient, and knowledgeable. She answered all of my questions clearly and made the entire switching process feel easy and stress-free.

My connection is not fully active yet, as the switch only took place today, but so far everything has gone very well. I’m very happy with the service and the experience so far.

Hyperoptic responded to my initial feedback saying they will contact me, but it ended up being an empty promise.
Very disappiointed in hyperoptic

Great experience all round, my router was delivered very quickly and Marija Z was extremely helpful with activating my connection, would recommend!

Since May 2026, Hyperoptic has been charging me three times my usual monthly payment. I contacted them regarding the issue and was assured that I would receive a refund. However, month after month, nothing was done.

By the first week of July 2026, my contract had come to an end. On 7 July 2026, I contacted Hyperoptic via web chat to request a refund of the amount I had been overcharged.
The agent I spoke to was extremely unhelpful and appeared to be more interested in ending the conversation as quickly as possible. She told me that there was nothing further she could do because, according to her, my account was correct, and the chat was abruptly ended.

I therefore called Hyperoptic by telephone. I was kept on hold for over an hour before an agent named Felip finally answered and attempted to resolve the matter. We spent more than another hour going through everything again, after which he acknowledged that there had indeed been an error with the system. He assured me that I was entitled to a refund, and we ended the call.

I waited until 22 July 2026, but no refund had been made. Instead, Hyperoptic took a further £0.02 from my account. I was left with no choice but to contact them again on the same day. Flip may had passed the message to the finance dept, but finance dept. did nothing about it.

To my rejoice, an agent named Nikola answered the phone relatively quickly. We spent over an hour going through the issue once again. Initially, he told me that Hyperoptic did not owe me anything. However, I explained the situation and pointed him towards where the problem had originated. He then agreed to investigate the matter further and promised to contact me the following day once he had looked into it properly.

I have to give Nikola credit where it is due. He did exactly what he promised and called me back the following day. He had investigated the matter, confirmed the situation, and assured me that the amount I had been overcharged would be refunded. He also genuinely appeared to understand my frustration and the amount of time and effort I had already spent trying to resolve what should have been a straightforward issue.

Nikola even attempted to process the refund while I was on the phone with him, after waiting for almost 45 minutes, the system was still unable to process the refund. I therefore suggested that he call me back once everything had been properly resolved.

Approximately an hour later, Nikola called me again. He acknowledged my frustration and the difficult experience I had been through and, importantly, he made a genuine effort to put things right. He went above and beyond to help me and, in my view, did his best to try to restore my trust in Hyperoptic.

At the time of writing this review, I have not yet received the money in my account, so I am giving Nikola the benefit of the doubt and trusting that the refund will be processed as promised. Based on my experience, Nikola is the only person involved in this entire process who deserves genuine praise and recognition. He listened, investigated the issue, followed up as promised and made every effort to resolve the problem.

I cannot say the same about the first two agents I dealt with, nor about the accounts department or the systems that allowed me to be charged three times my normal monthly amount in the first place. It has taken an unreasonable amount of my time and effort simply to recover money that should never have been taken from me without any further compensations.

So, thank you, Nikola. You have done an excellent job, and you deserve recognition for your professionalism, persistence and commitment to helping customer, but the company need to sort out their finance dept and train better agents like yourself.

For you I will personally give you a 5 stars review, but the company gets none from me.

Alnoor Aslam was very helpful in getting our new line installed.

I've been more than happy with my 500Mb fibre broadband for the last 2 years and didn't really want to leave but financially had no choice but to look at other deals and managed to find a cheaper one. I had a great call with customer service agent Katarina Pavlovic and she was able to find a promo deal for an excellent price and with a speed upgrade. Thank you for your patience Katarina and for your help. Always happy to recommend Hyperoptic to those who can get it.

I would like to thank Katarina Pavlovic for the excellent service she provided over the phone. She was very professional, helpful, and patient, and she made the whole process easy and pleasant. I really appreciate her support and kindness.

Very helpful and patient over the phone. Nadia was able to talk me through my options very clearly and help me find the best plan that worked for my specific situation. Would recommend!

I had the pleasure of being assisted by Tijana G. Jovanovic through Hyperoptic’s live chat, and the service was outstanding. She was friendly, professional, and incredibly helpful in sorting out the change to my move-in date. She explained everything clearly, responded quickly to all my questions, and made what could have been a stressful situation very straightforward.

Excellent customer service from start to finish. Thank you, Tijana, for all your help!

Kristian was super helpful, informative and found a resolution that fitted my needs, in a friendly manner.

Nikola L was so helpful, extremely knowledgeable, talked me through what he was doing while fixing the problem, don’t lose him Hyperoptic!

Got an email from hyperoptic reminding me my contract was about to end..... Very helpful to not incur extra charges and offers to renew or cancel with 30 days notice. I had a look at the offers and seen online I would get better else where.

So I rang up to cancel and the customer service lady was very patient and asked if she could look again as some offers to keep me. Offer she gave was still lower then the other company's and I explained this to her including the price increase each year during contract. So she spoke to the manager and she was able to give me a good offer better then my current price and lower with the price increase next year and year after. The customer service agent named Katarina Hadzic listened to me and my needs as I said I didn't want to leave as the service has been perfect but the price wasn't.....she responded by saying they go above and beyond to keep their loyal customers and she has done by offering me a lower price and for future price increases. I would have also recieved a bonus credit card to spend on anything from another company for joining of £155 but I rather loose that induction offer and stay with hyperoptic with lower prices each month and know the service I will be getting will be excellent...... So thank you so much Katarina Hadzic for your excellent customer service and hyperoptic as a whole as I have had no problems with my Internet working.