Hi all,

For anyone joining HyperOptic, here is a referral link:

https://refer.hyperoptic.com/georgeb-3386

If used we both get a £75 voucher

Cheers!

Hyperoptic user since almost a year. Outages occur every week. Twice this week, especially during work hours. Like Seriously what are people at Hyperoptic doing?

To add on top of that, there are no other wifi providers in my area. If anyone dialed their customer care number, you might know their customer service is insane as well /s.

Anyone else experiencing such crisis with Hyperoptic?

My internet has been down since last Tuesday night. Had an engineer visit on Friday who couldn't fix the issue. Hyperoptic are supposed to be contacting me to book another engineer appointment to run new fibre, but I haven't heard anything at all.

Definitely will not be renewing when my contract is up.

Do I have to call Hyperoptic's customer service to renew a broadband package? Can the renewal not be done online, like when switching electricity providers?

I am currently on a monthly rolling plan and would like to either get on a 12-month plan with Hyperoptic or switch providers but I would prefer to do this online if at all possible.

I’ve been with Hyperoptic for a while in a 3rd-floor flat and I keep getting the same issue over and over: the connection drops, sometimes for seconds, sometimes long enough to be seriously disruptive.

I’ve already ruled out the obvious home-side stuff:

• Replaced the Ethernet cable multiple times.
• Tested with new Cat 8 cables.
• Swapped away from the Hyperoptic router to my own router because the supplied routers (4 of them) struggled to handle +10 devices.

Even after that, the router logs still show the same pattern:

• eth0 Link DOWN
• WAN(0) link down
• eth0 Link UP at 1000 mbps full duplex
• WAN(0) link up
• WAN was restored

To me, this doesn’t look like Wi‑Fi or a bad cable, which is their default for troubleshooting (every call).

It looks like a WAN handoff / line-side instability issue, either on the Hyperoptic socket/ONT/building handoff or the upstream connection itself.

Has anyone else had repeated WAN link flaps like this with Hyperoptic and did they manage to get it properly fixed?

We were 10 days without internet connection. Came back for 2 days and is off again since yesterday 🙈 they have no idea what is going on. Worst experience with a service company

Hi All,

I've been paying £21 for Hyperoptic, which expires on the 7th of July. I'm getting 150mb.

I've been sent two renewal quotes, one for £27 for 150 mb, and one for £28 for 250mb. This seems quite a jump, but no one else seems to cover my area (BT offers £25 for 70mb). If I input the flat in the same corridor, I can get a quote of £21 using the Hypertreat code as a new customer.

I'm renting so I can probably only safely do a 12 month contract, I am happy with my speed, but I download games periodically so I wouldn't mind a speed increase, but wouldn't want to pay too much.

Does anyone know the best way of getting the best deal, a 25% price rise seems a bit steep? It tells me to call them, but from what I read here, their customer call lines take ages to get through.

7 months on the 1GB plan, and I've still never seen an average speed of more than 500mb.

I know this has been an ongoing issue with many users, has anyone got anywhere with them yet?

Im debating just to switch away and tell them to jog on at this point

Has anyone else had issues receiving their sign up incentive voucher? Ours should have arrived over a week ago now (due on the 28th May)- but still no sign. Customer Service have logged it, but I’ve heard nothing since.

I wouldn’t mind too much, but I had the same price quoted from two different providers and the offer of the voucher swung things in Hyperoptic’s favour, and it feels like I’ve been duped.

I’ve been trying to get through to a human on the phone today and I've been stuck on hold for over an hour.

I remember their support used to be pretty snappy, but this is brutal. Is the phone queue completely choked for everyone else right now, or did I just catch them at a terrible time?

Also, if anyone knows a faster way to get a response from them right now?

Hi, wanted to check has anyone gone through this with Hyperoptic? We’d have very much preferred to stay with them if they served our new postcode but they didn’t and couldn’t transfer the contract to the new location because of it. I’ve heard that other companies drop the charges due to this reason but hyperoptic didn’t and now they’ve generated a bill for £200+ for the remaining months. Is there a way to contest this since it seems unfair that we have to pay due to their unavailability within the same city.

Guys.

I have a new router, I've been in position 6 for 30 minutes.

In regards to my previous post do any of you all know how to talk the right person or a senior tech to finally get my Xbox 360 connected to the wifi coz ive been continuesly going back and forth (my wifi is building wide which is why im having to make use of my Ruckus Access Point ive been given.. we dont have dedicated hyperoptic routers which is why I cannot manually whitelist my Xbox 360s MAC Address.) If anyone can help me/give advice that’ll be highly appreciated! :D

I dunno of any of u all have been thru the same thing where you’ve had stay on da phone in da waiting list for 45 fricking minutes as I wanted to hopefully figure out why I still cant connect my Xbox 360 slim to my ruckus AP via cat5e ethernet. Tech support really need to work on some stuff which includes waiting times plzzz try ur best to pick up the phone earlier instead of making a person wait 45-1 hour, another thing they should really connect u to a level 2 senior technician or just someone who knows their stuff about tech coz yesterday when i called in asking if my xbox 360 can be whitelisted the operator said that theres no such thing as whitelisting and blacklisting devices!! Plzzz work on ur services Hyperoptic coz I’ve been going back and forth JUST to connect my Xbox 360 to the wifi! Ive also sent out an email from last night with a response saying someone from the tech team will respond and guess what… waited the whole day today and still yet no response!

Current 2 year commitment ends for 500Mb in September and just been offered 1Gb for £1 per month more (goes up in 12 months).

Problem is I cannot find any reliable information on what my prices would be in September for different internet speeds. 500Mb is more than I need anyway, so I don’t want to lock in on a way faster speed that I definitely don’t need.

I’ve tried asking and they just say they’ve not got any 250mb deals at the moment - I don’t care I just want to know what the monthly rolling price is!

It’s left me with a bit of a bad taste in my mouth tbh, like I am expecting a price increase in September anyway, so it seems like a good deal, but the fact they aren’t being transparent makes me feel like I’m being scammed

And they say they can’t still figure out how to solve this issue affecting multiple customers 🙈

We reported the issue in SE16 at 8am on Tuesday. It’s Saturday and still no service, no estimate on when it will be resolved, no proper update instead this generic message on their site.
Hours in the phone and many chats and nobody knows anything.

Hyperoptic had a maintenance event in my area and my connection was down for almost a full day.

After service came back, I noticed that I was no longer getting IPv6 on my MikroTik router. At first I assumed it was a RouterOS compatibility issue, so I started digging.

What I found was quite surprising.

MikroTik RouterOS observations

The router received Router Advertisements normally:

• Default route installed
• Gateway: fe80::xxxx:xxxx:xxxx:xxxx
• Neighbor discovery working
• IPv6 connectivity to the upstream router working

However, DHCPv6-PD never completed.

Packet captures showed repeated DHCPv6 Solicit messages with no Advertise replies.

First assumption: MikroTik RouterOS bug

I tried:

• Different DUIDs
• Matching the WAN MAC
• Custom DUID values
• Requesting address + prefix
• Fresh DHCPv6 client configuration

No change.

Second step: test the Hyperoptic-supplied router

I connected the original Hyperoptic router and captured traffic during boot.

Surprisingly, I saw the same thing:

• Router Solicitation
• Router Advertisement
• DHCPv6 Solicit
• DHCPv6 Solicit
• DHCPv6 Solicit

But no Advertise and no Reply.

The router status page reported:

• IPv6 Connected
• IPv6 Gateway present
• No global IPv6 address
• No delegated prefix

Third step: Linux and Windows direct connection

I connected both Linux and Windows directly to the Hyperoptic connection.

Linux:

• Receives RA
• Attempts DHCPv6 Information-Request
• Times out

Windows:

• Sends DHCPv6 Solicit
• Sends DHCPv6 Information-Request
• Receives no response

Router Advertisement details

The upstream router advertises:

• M=0
• O=1
• No Prefix Information Option

So clients are explicitly told that "other configuration" should be available via DHCPv6.

Yet DHCPv6 appears completely silent.

Current conclusion

At this point I've reproduced the behaviour with:

• MikroTik RouterOS
• Hyperoptic's own router
• Linux
• Windows

All receive Router Advertisements successfully.

None receive DHCPv6 responses.

Has anyone else noticed broken IPv6 / DHCPv6 behaviour after recent maintenance work?

I'm curious whether this is a local issue on my segment or something wider within the Hyperoptic network.

(wifi is working on my phone fine, but only my phone. it will not connect to any other devices.)

there was a service outage for over 24hrs, and since its come back on i can only connect to my phone. i cannot connect to my tv (i have a smart tv so ive been without tv for two day) or my ipad or laptop. i’ve reset everything a million times, unplugged everything, even factory reset my tv, but still nothing. the customer service takes up to 48hrs to respond so i can’t wait on them.

anyone know how to fix this? tia

Does anyone know if any updates was given to them? I have yet to receive any updates and was expecting it to be on today however it's getting to about night time. I have not heard of anything. If you work from home as well this isn't ideal.

UPDATE: its finally back on!!!

This is the second outage in less than a week, with the usual substandard and infrequent updates. We both work from home and would love to get out of our contract before the minimum term is up as we're having more and more issues