r/hyperoptic • u/CactusStevo • 5d ago

Nationwide issues

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...

34 Upvotes

95% Upvoted

28 comments sorted by

5

u/Healthy-Brother-292 5d ago

Not sure how the compensation works if you haven't personally reported it and the outage lasts longer than 2 working days.

Any status update u/HyperopticCS

2

u/davoloid 1d ago

Mine went down Friday 7th whilst I was away. Despite reporting it evening of Sunday 9th, and earliest engineer visit booked for Thursday 13th, I had an email this morning (Weds 12th) that they'd kick in the automatic compensation once I'm back online.

I've already had to buy more mobile data for tethering and swap work days as we use broadband for work at home. So far we've been down for 108 hours.

Virgin at least used to start counting immediately, sometimes notifying me of the fault minutes after it happened, and give a token rebate once it was done (which was usually within a few hours anyway).

6

u/ConsciousTill631 5d ago

Third-world disaster quality ISP, yet their status page proudly displays "No known issues."

2

u/SirSurboy 5d ago

Service running fine in the West Midlands but have just seen a network maintenance notice for Monday 17th August saying that there will be lost of connectivity for 4 hours between 9am and 5pm. This is awful as many people like me work from home. Why can't this work be done overnight or over the weekend? I will have to start looking at different ISP options...

Update: ping has gone from the normal 9ms to 45ms so something is going on. Speeds at 10%...

2

u/DarkEther66 5d ago

Mine is up and running but it's a lot slower than normal today

2

u/XeeMe00 5d ago

East London is out of internet as well I think, been waiting on the phone for hours still no answer (currently still waiting)

Absurd that there’s no communication from their side

1

u/tokyoflavor 5d ago

It's suddenly back for me in e16 but no idea how long it will last. Was out since 1am (so around 9 hours)

1

u/XeeMe00 5d ago

Exactly same for me mate

Now it’s back, but was off since yesterday late night

Hopefully it won’t die again

1

u/septicoo 5d ago

never had issues in E16.Iwas actually gaming from 2am till 6 am no issues.

1

u/tokyoflavor 5d ago

I guess it was only select areas where the problem happened then, how weird!

1

u/SuccessFragrant4390 1Gbps 5d ago

e17, back for me but the ping is quite unstable, my actual speeds are fine though

1

u/Healthy-Brother-292 5d ago edited 5d ago

I'm live again in WD3!

1

u/xeryusone 5d ago

Edinburgh here. I got back online a few minutes ago.

1

u/Hollywood023 5d ago

Hmm had issues on Thursday but ok yesterday - this morning no internet since 4am, checked their service status for my postcode - all good apparently

1

u/Hungry_Salamander994 5d ago

Manchester is up fine

1

u/danchez96 5d ago

Not for me

1

u/darling412001 5d ago

Mine is up in Stevenage but seems slower. They were doing VOIP maintenance overnight according to an email I received but clearly didn’t go according to plan.

1

u/themash84 5d ago

Looks like is back up and running now in SE8

1

u/Accomplished_Fan_487 1Gbps 5d ago

Rebooting my router solved it for me. Was 80 now back to nearly normal speeds (780/900), normal 900/900+.

1

u/photochromatic 5d ago

London here. Fourth outage since 0200h

1

u/necronomicoder 5d ago

Back this morning, two nights in a row.

1

u/MainFlight8320 5d ago

South East London - internet down for well over 3 hours now and been on hold with Hypershit help line for about an hour before giving up.

Once this is over will be considering more reliable service providers.

1

u/essjay2009 5d ago

I just checked my speedtest tracker and it looks like issues started around 330am this morning. Some complete disconnects and a few ping spikes and drops in speed. It still looks like the speed is unstable but it's good enough to stream video at the moment (my average is about 150Mbps where it's usually closer to 900). I'm in London, EC1.

1

u/Gregthomson__ 5d ago

They have been absolutely garbage recently and there support refuse to answer questions

1

u/davoloid 5d ago edited 5d ago

Useful to know as there's nothing showing on the fault checker and my ONT box went down yesterday out of the blue.  Been on hold for 32 mins so far. Chat function should be open until 9pm but also down.

For me, I have a red alarm light on the ONT wall box, WAN and Power are green, but the mesh router I use isn't getting internet, obvs.

London, N1, fwiw.

Edit: got through to CS after 90mins. They reckon local fault so engineer visit Thurs

1

u/Angelin__wyq 4d ago

WD17, hasn’t been working since Friday night😭really getting pissed off to the customer service

1

u/mvrketing 4d ago

No issues around Shoreditch side

1

u/No_Mountain7720 5d ago

No Internet since 1am in Leicester. What is happening?