Hyperoptic Broadband Reviews | Decent to Unprofessional

Review by Barbara

Decline in Quality and Transparency of Hyperoptic (UK) Broadband Services

Over the past two years, Hyperoptic’s broadband services have deteriorated significantly in both professionalism and customer experience.

Key Issues:

1. 1. Lack of Pricing Transparency: As of 16 April 2025, broadband package pricing is no longer clearly displayed on Hyperoptic’s website. They show you some reference price instead of standard price for each speed package and then ask you to submit area post code and then it doesn’t show exact price for the post code I checked . This marks a shift from the transparent pricing structure available in September 2022, which enabled informed consumer decisions.

   2. Increased and Uncompetitive Pricing: In 2022, Hyperoptic’s pricing was competitive with other providers. In 2025, existing customers are being charged over £40/month for 150 Mbps service, which is no longer in line with market rates around £25/ month

   3. Discrepancy in Advertised vs. Actual Speed: Despite being marketed as 150 Mbps, the actual experience is often comparable to 67 Mbps services from competitors. Frequent buffering while streaming YouTube videos suggests subpar performance. Below quick video showing it took around 12 to 15 seconds to open a static website @150 Mbps in SW6 London.

   4. https://www.youtube.com/shorts/LYzsx79AlVo
   5. https://www.tiktok.com/@journalismnews/video/7493943224231333142

(Video along with voice audio)

6.  Service Disruptions: There have been approximately 5 to 6 service interruptions over the past year.

7. Poor Communication Regarding Termination:

• • Hyperoptic confirmed service termination for 11 May 2025 but stated charges would continue until 15 May 2025 ???.

  • Despite the end of my 12-month commitment and 30 days notice given, customer service referenced “closing costs on the account post termination” ???

  • An email from the Head of Customer Service Operations, Igor, initially quoted a bill of £31 for the upcoming month, which was later altered to £43  and customer service non responsive???

A 5 minutes process resulted in significant time loss. Additionally, Hyperoptic’s COO, Mark Bartlett, has remained unresponsive despite being informed of the issues.

I will continue to update this review as the situation develops.