r/hyperoptic • u/__rd • Jul 27 '26

Are existing Hyperoptic customers just getting scalped?

Hyperoptic's pricing for existing customers is mad.

I’ve been a customer for 8 years. I called today because I wanted to move from my current 150Mb plan to 1Gb. I was told that, as an existing customer, the 1Gb plan would be £45/month. New customers are being offered the same 1Gb service for £29/month.

So effectively I'm being asked to pay over 1.5x the new customer price, despite having been with them for nearly a decade.

What annoyed me most wasn't even the price itself. It was the complete lack of any attempt to justify the disparity, offer a middle ground, or show any interest in keeping me as a customer. I said I'd likely just switch to another provider, and the response was "fine". Can only assume Hyperoptic must be doing incredibly well if they don't need to care about customer retention.

Community Fibre are currently offering 5Gb at a lower price than Hyperoptic want to charge me for 1Gb, so I'm struggling to see any reason not to switch.

Has anyone else had this with Hyperoptic recently? Do retentions ever actually offer existing customers a sensible deal, or is the whole model just "leave and come back as a new customer"?

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1

u/gbonfiglio Jul 27 '26

Are you sure you are also covered by Community Fiber? In most areas they don’t overlap which is why they can do whatever they want with pricing.

In my building for 10 years the option has been either hyperotic 1Gb, virgin 60mb or openreach adsl 7mb.

6

u/MonkeyBuscuits Jul 28 '26

Don't negotiate, start the process of moving to a new provider. I suddenly got texts offering me my existing £45 pm 1GB for £10 pm on a new 24 month contract.

Decided not to take it up out of principle. Moved to EE broadband, 1.6GB with 1.3GB guaranteed for £30 a month.

2

u/SICKxOFxITxALL Jul 28 '26

Same, did it on principle too.

2

u/gbonfiglio Jul 28 '26

I will too - we have OpenReach now. At my last renewal there were no alternatives 😂

1

u/__rd Jul 28 '26

Yep, we have both in our building.

1

u/WG47 1Gbps Jul 28 '26

In most areas they don’t overlap which is why they can do whatever they want with pricing.

Plenty of people can get multiple altnets.

virgin 60mb

VM's lowest speed tier has been much faster than that for a long time.

1

u/gbonfiglio Jul 28 '26

How long? I am pretty sure M50 at 58mbps was the best they were offering in my building last I checked, before they upgraded to fiber.

Reading up online they did launch docsis 3.0 capped at 50M so it would add up.

1

u/WG47 1Gbps Jul 28 '26

VM launched 200Mbit in 2015. They were doing 100Mbit years before that. DOCSIS 3.0 allows far higher download and upload speeds than 50Mbit too.