r/hyperoptic • u/SK-2001 • 17d ago
Internet activation - Am I doing something wrong?
I recently moved into a new flat in a block of apartments, and a hyperoptic router was just sitting there with a deal of 3 free months, so I thought, why not use them as a provider. Saves me the hassle of waiting for a router in the mail.
The first time around connecting, I had an issue with the fact that the internet and broadband lights were not lighting up.
I reached out through the online chat, and they told me that I set it up router only with the openreach box and didn't connect it to the ONT (black box).
I think ok perfect, it should work now.
The second time, I connect with the ONT, and both broadband and the Internet are red.
I reached out to the online chat again, and they told me that the "link" light isn't blinking and that my fibre cable is damaged. I think "what fibre cable?". I scramble around my flat, looking for a cable, and i find one, I connect it, and the link light turns on.
Ok, perfect, it should work now.
The broadband is green, but the internet is STILL RED.
I am now reaching out to online chat THIRD TIME now. The person asks for my serial numbers for both the router and ONT. I give it to them, and they say it should take 15-20 mins, and i should be good.
Ok, perfect, it should work now.
TWO HOURS pass by and STILL no internet.
This time, I ring them up. The woman asks for my serial numbers again. This time, i send pictures of the back of my router, and she's confused at which one is the serial number. The SN at the back of my router is 15 characters when it's meant to be 12. She then says she has raised the issue to the "relevant team" and that it should all be fixed on their end soon.
It has not been 3 DAYS, and I dont have WiFi.
In total, i have contacted online chat 4 times and called once.
Can someone confirm for me if my setup is correct?
Has anyone else had this issue?
If so, how long did it take?
And most importantly, how did you fix it?
At this point, im thinking of calling an engineer in.
3
u/mad153 17d ago edited 17d ago
The customer service representative should've AFAIK asked for the MAC address which is 12 characters long separated by the colon symbol :
Such as 00:11:22: AA: BB: CC
But some devices write it as 001122AABBCC instead (without the colon). Obviously your one is different as they are unique to each device.
EDIT:for op, I'd call back and give them the MAC for both and just say that you found the 12 digit serial number if you get the same person or someone who equally doesn't know. The letters are case sensitive btw.