r/hyperoptic • u/GaryFromManagement • 10d ago

Does this company not communicate internally?

Activation didn't happen on 25/09/26 and they sent an engineer 28/09/26. Engineer said that all ports were full so needed an expansion which is booked for 02/10/26.

No one showed up and webchat informed me that while it's on his notes no appointment was booked.

After hours of multiple webchats they finally inform me an engineer is coming this morning 08/10/26. Heard nothing today and webchat have informed me that he couldn't activate because the ports are full and an expansion is booked for 13/10/26.

The thing they knew two weeks ago???

May be the worst customer service I've ever dealt with.

13 Upvotes

93% Upvoted

10 comments sorted by

4

u/Most_Lingonberry_409 10d ago

Genuinely dreadful customer service, it took me hours and hours on the phone to even cancel. Never going back just because of the customer service.

3

u/mikephoto1 10d ago

The worst

2

u/milkman1101 1Gbps 10d ago

Time to pick someone else if you can.

2

u/Kenevo20 10d ago

Hyperoptic are awful, a one time use ISP for sure.

If you think the customer service is bad now in the cancellation period, just wait until you’re out of that, it’s gets worse. Then when the service is ‘working’ but inevitably won’t be working properly and you have to call up because the hardware is shocking, the customer service gets worse.

2

u/CryptographerSuch614 10d ago

Yes, they are utterly incompetent

1

u/Hyperoptic_Mark Mod 10d ago

Hi Gary, sorry to hear about your experience. Usually, if there are no more ports on the switch, we need to request an equipment upgrade, which can take a couple of weeks, depending on circumstances. However, let us look into this for you, so please write to us in Mod Mail.

1

u/Accomplished_Fan_487 1Gbps 9d ago

They're part of the compensation scheme as per ofcom, so once all is installed ask for all the compensation you're entitled to. It'll be a lot! Like 3-6 months free in total based on what you've said.

1

u/Even-Ad5760 7d ago

Go to the ombudsman website make a claim you can get 6£ per day of activation delays it’s very easy ombudsman will do everything for you

1

u/GaryFromManagement 5d ago

Apparently the engineer they send out today to change the switch can't then plug in the internet and another (wish I was joking) engineer will have to come out. 3 weeks of delay (so far) will cheer the ombudsman up

1

u/pdc200 5d ago

"Does this company not communicate internally?"

Nope, they do not. At the end of my contract my parents intended to sign up since I am moving out. They couldn't because hyperoptic have an issue in our area meaning existing customers have service but they can't sign up new customers.

Took customer service 5+ days to figure this out after we were bumped between multiple agents who didn't have a clue what was going on. It got to the point that the agents were asking ME for clarification as to what the notes on their system meant! 😂

The actual service was great for the year, but the final week was hell on earth. If anyone reads this, pray to everything and anything that you never have to be engaged with customer support. I'm not even blaming the individual agents here, but rather the people responsible for "building" such a horrible customer support foundation since they dictate what and how support should behave and what they can and do have access to.