r/hyperoptic

Really appalled by Hyperoptic customer service after having lost connection on Monday (after two years of no issues). Took a long time to get through to someone, was then told that we would need an engineer to come, but because we live on a new built development they agent couldn't schedule the appointment in directly but had to raise a ticket with another department. Our neighbour reported the same issue, which we hoped would help get this resolved more quickly. It's now been nearly 48 hours and we still don't even have an appointment for someone to come out, which is so frustrating if you work from home. Contacted them again yesterday but no progress.

Anyone else had a similar issue? How long did it take to be resolved?

I've had hyperoptic before with the installation and everything being handled by a flatmate so I knew they were a legit service. After moving into a new place, I decided to get us set up with hyperoptic.

I just wanted to check the legitimacy some of my experiences. There are small instances that are going to make me sound paranoid if I list them individually, but altogether, I'm just noticing a few uncommon patterns that I wanted to get a second opinion about.

I think the biggest thing is that, throughout the process, I have been receiving calls and text messages from personal +44 numbers, rather than official 020 numbers. It started when I hadn't booked my installation date yet and I had about 4-5 frequent calls in the span of 2 days from personal numbers asking me to call back about the installation. Now I have a +44 number texting me about my installation tomorrow asking me to confirm if I'm happy to move ahead with the installation (2x). This also threw me off because I had been texted previously confirming my installation from (what seemed like) an official Hyperoptic number.

My questions are:

1. If I don't respond to the text with a confirmation, my installation won't be canceled right?

2. If these texts are, in fact, not normal, is my personal information that was given to hyperoptic safe?

Thanks for any guidance/reassurance. It's always better to be safe than sorry as someone who has been sorry many times in the past !

I’m sure I’m not the first to have this issue but any help would be great!

I’ve had my renewal offers through and I am going to cancel my service. I’ve tried all the contact numbers and the call just rings for a bit and then says “call failed”. The chat function on the website is that AI bot that just tells you to call the number that doesn’t have anyone on the other end.

How do I speak to an actual human employed by Hyperoptic?

As per title.

Daughter was forced to move out of her flat which had 1 year left of a 2 year agreement with hyperoptic.

Let them know what was happening and continued to pay the bill each month when the property was vacant.

Got a text from them to say someone else wishes to have a service at the property and to let them know if that was a mistake - obviously someone else is moving in so that makes sense.

Get hit with a upcoming bill today for the remaining cost of the service as an early termination (over £500) and a little shocked by this.

Tried support who just quote random policy and not listen.

Does anyone have any experience or guidance to share on this? Can they really get paid twice for the same thing?

HyperOptic have instructed me to return their router, but my landlord said it has to stay in the flat for the next resident. Which one is it!?

I switched to hyperoptic from Vodafone 11 days ago, from day 1 Ive been getting ping spikes upto 2000ms *exactly* every 60 seconds, I have spent hours running ping tests and submitting the logs and their solution was to send a new router.

That arrived today, set it up, exact same issue, only this time I decided to try plugging directly into the ONT, no ping spike issue, and latency dropped to sub 5ms, plugged the router back in and immediately the issue returned

My only conclusion from this is their router is just not up to it, and now I've been in the queue on the phone for 90 minutes(which is insane? 2nd in the queue for over an hour) to cancel the service because whoever I was chatting to on their website disconnected me immediately when I said I wanted to cancel

If you've been noticing lag spikes, I would highly recommend running a ping test for 5 minutes and see if you have the same issue, the chances of me receiving two dud routers are incredibly low, and their are reports of the same I've found all over from googling

You can run "ping 8.8.8.8 -t" in cmd prompt to check your own connection, it will run until you hit ctrl+c

I'm genuinely interested in whether I am unfathomably unlucky or if there is actually an issue with their routers, that apparently even their technical team don't know about

Router model is ZYXEL - EX3301-T0

Turns out the price really was too good to be true

Has anyone had an explanation for the outage on Sat 8th that caused problems for so many?

I was notified of a change for essential updates on Friday night, so 6 hours notice , saying that if I used my own router, I'd have to ask for the new settings. I'm still waiting for a reply to my mail.

The very minimum should have been an email apologising for the issue, and explaining how a VoIP update caused unexpected issues and how they will learn from it. Instead, just silence. The "new Support - faster, clearer, human." just results in being stuck in a queue with no position and hours later, you just give up.

If Hyperoptic knew settings would need updating, they need to give people more than 6 hours notice, and then provide the new settings promptly when asked. It's not good enough. It's sad to see how Hyperoptic have just given up with customer care.

I've moved into a new apartment, actually moved out for the first time, and Hyperoptic have made this a nightmare. I work from home and am now week 2 without internet, forced to hotspot of my own phone at my own expense. I have called and raised complaints to no avail. This is unacceptable. I've been told many of times that this is a MAC Address provisioning issue. I do not understand why this is taking so long. I have provided my Serial and MAC several times to support. Nobody updates me, I only get information as and when I call or live chat in. Just to be told, "it should be up tomorrow". But Tomorrow never comes.

Has anyone else had this experience? Is there anything I can do? I just need working broadband. My livelihood depends on it.

The biggest upset, more than anything, is the lack of updates from support. I have to chase them to be fobbed off with a cookie-cutter response.

EDIT: After having an engineer visit I found out that the patching in the switch was at fault and it was resolved within a hour, including patching, activation time and the involved troubleshooting. The engineer was helpful and I do appreciate him explaining it to me. I am just not sure how this wasn't caught on the first visit. Let alone how several escalation requests and myself complaining as I have.

Between the posts here and status on down detector, it's clear Hyperoptic are having some sort of nationwide issues. Trying to call them, the hold loop also says they are experiencing a higher than normal volume of calls.

Fine. Problems happen, and clearly people are telling them, so I won't bother as well. I just wish they'd update their service status checker to acknowledge that there is a problem so you don't have to sit on hold to find out more info...

I had a 24 month contract ending in December 2026 but moved in late June to a flat/address that Hyperoptic didn't provide internet to. I was under the understanding that if they didn't provide internet at the new address so the contract couldn't be moved there, they terminated the contract early without charge. I have subsequently received an invoice with an "Early Termination Fee" which is basically the cost of the service up until the end of the contract.

Does

So I called Hyperoptic to let them know that I am moving homes, and luckily they supply they new home so they can transfer the contract over at no extra cost.

Went through all the details and got to the bit where I have to pay, only for them to have an issue. They said they’d try to fix it and call me back, a month goes and no calls - I call again and we go through the whole ordeal again for them to say the same thing. I am now moving next week and haven’t heard back, can’t get on to them on the phone and no replies to my emails.

What’s worse is my account doesn’t exist anymore, it seems like they processed a termination of my current account but didn’t process the creation of the new account. What do I do now? Cancel the direct debit on the old house because I don’t live there anymore? They’ve left me in such a tough spot with no way of receiving help. I still have WiFi so clearly it still works but I have no account with them anymore!

Been a customer for 5 years. I didn’t realise this but they put me on a monthly rolling contract last year rather than the usual 12 month fixed. Which has become a problem because I’ve moved and can’t seem to get someone to respond to me to close the damn account!
I emailed before the end of July to let them know, to make sure I don’t pay any exit fees. They replied before the end of the month asking me to confirm my details. Did that on the same day, haven’t heard anything since.

As per the title, router shows link to the building's kit is active but no connection to the outside world. As others have posted it looks like the Hyperoptic infrastructure has worked itself quite badly.

EDIT 11:30am: Internet is alive again! 🎉

Anyone else in SW11 / South West London completely offline?

Everything went dead a few hours ago. ONT is looking wonderfully optimistic — Power 🟢 PON 🟢 LAN 🟢 Alarm off — but absolutely no internet.

Router isn't getting a WAN IP at all, so it looks suspiciously like DHCP has fallen over somewhere Hyperoptic-side, or something upstream has gone for an early-hours nap.

Seems quite a few people are reporting problems, yet Hyperoptic's public status page is basically:

“Everything is working perfectly!” 🥳

Meanwhile, Customer Support appears to consist of one heroic person with 100,000 calls in the queue, so I assume the rest of the team and the DHCP server have gone to bed together. 😂

Anyone in SW11 actually getting a DHCP lease / internet connection right now?

EDIT: Before anyone suggests rebooting it — yes. Everything has been rebooted enough times that the ONT and router are now practically close friends. 😄

Been down since 0:56 this morning still showing in account as service is fine ??? No service still.

ipv6 routing is broken (again).

from my lan, via a hyperoptic connection, I can ping ipv6.google.com but many other addresses do not work, for example, these do ping:
2a02:2478:200:7700:1::1
2001:8b0::2020
2600::
2620:fe::fe

It seems IPv6 routing to google is the *only* route that works.

Please don't respond by saying "please reboot my router".

Thank you.
Conrad

Anyone lost internet again with router showing red dot?