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Hyperoptic - delayed activation
saajan_12
Posts: 4,234 Forumite
Having a terrible time with Hyperoptic -
I ordered broadband to start mid Oct which should have been plug and play as the property previously had Hyperoptic internet years earlier. On the start date it did not work at all and after some troubleshoooting, they stated they had to visit the property for the next step - with the earliest date being a full month away! They assured me they would very likely have cancellations in that timeframe and would move me forward, but that never happened.
Suffered through a very painful month of no internet, terrible mobile signal given several highrise flats, increased travel costs to either work or friends' houses to even watch tv, manage my banking apps or make online purchases, etc. The day before the appointment they email me with a new appointment date another 2 weeks away - no explanation, no apology, no attempt to shorten my date.
Had I known this, I would have cancelled and reinstated my normal line rental / broadband, but now over a month later, I would face a higher reactivation fee, all due to Hyperoptic's delays. After multiple attempts at contacting customer services and a long wait in the they have magically found a slot in 1 weeks time, but still 5.5 weeks from the date it was supposed to go live, still means I lose another half day holiday I can't get back, and highlights their 'confirmed' appointments aren't really confirmed.
Meanwhile they are heavily advertising for more customers in the Black Friday sales, which will only increase the burden on finding slots. IMO its utterly irresponsible and unreasonable to have such low staffing numbers relative to customers they are accepting, that such waits are even possible. These average wait times should at least be publishsed so that customers can make an informed decision.
TLDR: 1 month wait for appointment to fix activation issues, day before appt its rescheduled, so no internet for 5.5 weeks and counting.. Anything I can do to force compliance with what they had promised?
I ordered broadband to start mid Oct which should have been plug and play as the property previously had Hyperoptic internet years earlier. On the start date it did not work at all and after some troubleshoooting, they stated they had to visit the property for the next step - with the earliest date being a full month away! They assured me they would very likely have cancellations in that timeframe and would move me forward, but that never happened.
Suffered through a very painful month of no internet, terrible mobile signal given several highrise flats, increased travel costs to either work or friends' houses to even watch tv, manage my banking apps or make online purchases, etc. The day before the appointment they email me with a new appointment date another 2 weeks away - no explanation, no apology, no attempt to shorten my date.
Had I known this, I would have cancelled and reinstated my normal line rental / broadband, but now over a month later, I would face a higher reactivation fee, all due to Hyperoptic's delays. After multiple attempts at contacting customer services and a long wait in the they have magically found a slot in 1 weeks time, but still 5.5 weeks from the date it was supposed to go live, still means I lose another half day holiday I can't get back, and highlights their 'confirmed' appointments aren't really confirmed.
Meanwhile they are heavily advertising for more customers in the Black Friday sales, which will only increase the burden on finding slots. IMO its utterly irresponsible and unreasonable to have such low staffing numbers relative to customers they are accepting, that such waits are even possible. These average wait times should at least be publishsed so that customers can make an informed decision.
TLDR: 1 month wait for appointment to fix activation issues, day before appt its rescheduled, so no internet for 5.5 weeks and counting.. Anything I can do to force compliance with what they had promised?
0
Comments
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You can't force them to do anything. Hyperoptic are pat of the Ofcom automatic compensation scheme you you are entitled to £5.83 per day for delayed activation0
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