Great internet, awful customer service
I have been a customer of Hyperoptic for 6 years at two addresses. Their internet is very reliable, but their customer service is ATROCIOUS. Every time it's come to renewal time they ALWAYS favour new customers over loyal customers. Every single time I have had to fight to get a deal even close to what they are offering new customers online. Today was the final straw. My renewal went from £20 a month to £29 a month, whereas new customers can get it at the same price I currently have it via Money Saving Expert (£19.99). So 50% cheaper than they want a loyal customer to pay. The agent was like a robot "no sorry we can't offer you that it's on an affiliate website". When I say I'd like to cancel, no sorry, no further offers of what they can do for us, nothing. Just ok I'll process your cancellation it'll be completed in 30 days. A customer of 6 years just thrown away because they can't keep their prices consistent. We will never use them again nor recommend them to anyone in our block.
Reply from Hyperoptic Full Fibre Broadband
Hi Elaine
We are terribly sorry and disappointed to read about your disillusionment and let down of your expectations, after being a satisfied user for so long with us.
While we understand where you are coming from as a long time and loyal customer, we also believe that, since new customer promotions are a standard of the internet service providing industry, we have a fair balance between the available deals and seasonal promotions for both, and existing users equally. What we mean by this is the following - Every customer is or was a new customer at some point. If you joined us years ago in the past, you also had a new customer promotion with which you started the service, and every new customer starting now, will have an existing customer renewal deals further down the line when this new customer promotion for them expires.
Having said that, of course we would like to investigate the deals offered to you for renewal, and see what we can do for you in that regards. You can expect an email from us including the renewal deal and promotions, and we hope to turn your experience around. Thank you for your understanding in the meantime!