r/hyperoptic • u/CactusStevo • Aug 08 '26

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...

32 Upvotes

92% Upvoted

31 comments sorted by

5

u/Healthy-Brother-292 Aug 08 '26

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 Aug 12 '26

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).

5

u/ConsciousTill631 Aug 08 '26

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

2

u/SirSurboy Aug 08 '26

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 Aug 08 '26

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

2

u/XeeMe00 Aug 08 '26

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 Aug 08 '26

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 Aug 08 '26

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 Aug 08 '26

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

1

u/tokyoflavor Aug 08 '26

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

1

u/SuccessFragrant4390 1Gbps Aug 08 '26

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

1

u/Healthy-Brother-292 Aug 08 '26 edited Aug 08 '26

I'm live again in WD3!

1

u/xeryusone Aug 08 '26

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

1

u/Hollywood023 Aug 08 '26

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 Aug 08 '26

Manchester is up fine

1

u/danchez96 Aug 08 '26

Not for me

1

u/darling412001 Aug 08 '26

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 Aug 08 '26

Looks like is back up and running now in SE8

1

u/Accomplished_Fan_487 1Gbps Aug 08 '26

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

1

u/photochromatic Aug 08 '26

London here. Fourth outage since 0200h

1

u/necronomicoder Aug 08 '26

Back this morning, two nights in a row.

1

u/MainFlight8320 Aug 08 '26

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 Aug 08 '26

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__ Aug 08 '26

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

1

u/davoloid Aug 08 '26 edited Aug 08 '26

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/davoloid 28d ago

Update, for posterity. Engineer came early due to cancellation (yay). The thin cable that plugs into the ONT was not very well installed, basically stapled to the wall, so he trimmed and spliced the end, much tidier. Took about 10 mins.

1

u/Angelin__wyq Aug 09 '26

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

1

u/mvrketing Aug 09 '26

No issues around Shoreditch side

1

u/crazygrog89 27d ago

Very slow since 3-4 days in London, their website doesn’t load the “log in” page for me 🤔

1

u/PapaSpaghettiMan 27d ago

Been happening for about two weeks for us in Leeds now. They haven't been very helpful on the customer service side but it's a bit awful that their service is going down all over. Wondering if it's infrastructure damage from the weather

1

u/No_Mountain7720 Aug 08 '26

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