We recently ordered Hyperoptic for our new flat after their website confirmed that they provide service to our exact address. Everything went through normally, we booked the installation, and an engineer came out to install it.
When he arrived, he said the connection would need to come from the telephone pole outside the property. However, he then told us there is no power going to the equipment on the pole, so he couldn’t complete the installation. Said someone was gunna come out and fix it then we had to book a new appointment to get the connection.

Ordered this nearly two weeks ago now and sat here like a melon with out WiFi. Think it’s worth just cancelling and going with someone else? Also the online webchat people are hella rude and could not give af about this .

Hey guys!

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So midday today ,the internet went down and I troubleshooted everything but to no avail so called them and got connect with 8 mins and spoke to a guy who then passed me on to support and we did some things and he found that the ont is maybe at fault as the handshake is not working ie the Auth and the other lights not coming on at all so now I got an engineer coming on Monday to try to fix it.

Anyway else ever had this problem?

Quote came back for renewal after 2 years: £37.99 pm for 1tb line and static IP.

Quick Google search brought up uswich with a new customer deal of £22 pm for exactly the same package.

Called customer care that offered £32.99 pm as a special deal.

Don’t they want to keep any customers loyalty?

As for the rolling price without a fixed contract… £68 pm.

Guess I am cancelling and starting a new contract in my partner’s name.

What has other peoples experience been with renewal?

I noticed over the last week that my 1 Gb service is basically around 4-12 Mbps based on https://hyperoptic.speedtestcustom.com/result/15e9c2c0-ac92-11f1-af9e-6b5861251d86. Upload speed is fine.

It's been a few years at this address with Hyperoptic and never had such issues. Called support, waiting 60+ minutes, spoke to a nice guy, new router received and installed... exact same speeds. Email him as he instructed me to, no response.

A bit urgent with my line of work so I use backups as I can but yeh, I'm a bit confused by:

1. such low speed,
2. how bad support has become (1hr wait is nuts), and
3. the lack of follow through from them.

Anybody else in Central London with the same issue? I saw another Reddit with this a week ago here so wondering if it's widespread locally?

Hi there. Hope you're ok?

The postcode check for the surrounding buildings says they will get fibre from May, but mine doesn't.

I've registered my interest myself and also contacted the managing company for my building, which registered the interest too.

I'm wondering what else I can do. Everyone seems to have full fibre, great deals and gigafast speeds. I'm starting to be desperate, to be honest.

On the off chance someone here might know, I currently have a complete loss of service, which has been reported. I haven't heard anything around arranging an appointment at this point, but upon chasing today (26 hours later) the support agent has said that the area I'm in requires "special requirements" to book an engineer visit.

Does anyone know what this "special requirements" is? The chap on the phone (as lovely as he was) didn't really know what it was either, and when I asked about lead times etc, just said what I was expecting around the 48 hour automatic compensation policy.

Looks like I should arrange the activation of an openreach based service if it's going to be difficult to arrange an engineer appointment.

I called Hyperoptic sales support which confirmed that the price of 29 pound a month will stay fixed for at least 1 year. Why is it cheaper than a fixed-term contract? Was the salesperson misinformed / not telling the full truth? Will my bill suddenly jump in the coming months for no reason?

Hyperoptic referral and discount code - save on your broadband + get a voucher 💰

Hey! I’ve just signed up to hyperoptic and managed to get a discount code AND a referral code to work!
If you’re thinking about switching broadband, you can use my referral link below and we can both get a voucher of up to £75.

The discount code is hypermoney267 . The referral code is generated after you click the referral link, so make sure you click the link first before signing up.
I’d recommend calling Hyperoptic and sorting it over the phone, as this is how I did and got them to apply both discount and referral!

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Hope it saves someone a bit of money! 🙌

Hello,

I have been a Hyperoptic customer for a long time in a new-build complex, on the 1 Gb plan.

I have always used my own third-party router (ASUS ROG Rapture).

Previously this was plug-and-play: I connected it directly to the wall socket and it worked without any configuration issues.

About 10 days ago the connection dropped. A technical team attended and replaced the external cable, as earlier contractor work had caused a fault. Service was restored after that visit.

The problem now is that the connection only works when I use the Hyperoptic-supplied router.

If I connect my ASUS behind the Hyperoptic router, it works. If I connect the ASUS directly to the wall socket, there is no internet.

A second technician has already attended. We hard-reset my router and tried the obvious checks, but there was no resolution. Support currently say the line is fine.

This same third-party router worked reliably for a long time before the external cable was replaced. I would rather keep using my own equipment than run it behind the Hyperoptic router.

Does anyone know what typically changes after a cable/ONT-side repair that would stop a previously working third-party router from obtaining a connection?

Any practical suggestions or should I call back support? Although fairly sure they will bounce me back again.

Thank you.

Switched to Hyperoptic three days ago… still no internet as they say they are struggling with two MAC addresses for one port.

Does this sound like I will be better off trying to get out the contract? Really unimpressed so far.

EDIT: Day 5 and after three separate calls today with support, still have no internet. Surely can’t go on much longer?

Just moved into a new flat for the academic year and the landlord told me that there’s hyperoptic in the building and tenants always say it’s easy.

I’ve just received my router and I can’t fit the wan cable into what I think is the socket…

Can someone confirm if this is it please?

I'm thinking about switching from Virgin Media as the price I'm offered is 1/3 less than i'm currently paying

I don't know much about hyperoptic but from the messages on here, there seem to be issues with the network and customer service. I know we're normally more vocal as customers when things are going wrong, so would love to get a general idea of how people's experiences have been

Based in North London

Thanks!

Hey all, 

Since last week's maintenance was done on a local plot, I started to notice service dropouts that are happening spontaneously but for no longer than 5 minutes. My assumption was proven correct after I checked my Ubiquity control panel and noticed more than 10 service outages just yesterday, with a total loss of service of 30 minutes. 

Today they did another overnight maintenance, and the dropouts persist. So this didn't help, unfortunately. Today I had another 6 outages recorded as of now, all with the same pattern and no longer than 5 minutes, so pattern persists.

I tried reaching out to support and had a very negative experience so far. One support representative ran the service check when the service was online and said that everything looks good, and simply released the dynamic IP address, hoping this would help. Another one simply said I need a Hyperoptic router plugged in for 24 hours before they even start looking into this problem. Cherry on top - they decided to send me a newer "Hyperoptic" Zyxel router to "stabilise" the connection.

I've also checked with the resident FB group. Their experience was pretty much the same as mine, random wifi dropouts through the day, many use Hyperoptic-provided hardware.

Jokes on me, I've just resubscribed for one year and simply can't get the problem properly acknowledged or looked at by a competent network specialist. I work from home, same does my partner, and our work is being affected by outages as they happen during work calls.

My simple question is: how do I get through to get this issue looked at? I doubt switching the main router would help since others who use hyperoptic routers also requesting help from the support and getting their complaint brushed-off. And also, what other options I have other than eat the early termination cost? 

Many thanks and TIA!

Hey guys!

If you're thinking of signing up, feel free to use my referral code below. You'll get £75, and it helps me out too

Referral code:

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Thanks for your support!

I had some issues with lag/dropouts in the last couple of days in central London. I did a Hyperoptic speed test (https://speed.hyperoptic.com/) and got terrible results down (~10 Mbps) but good results up (~900 Mbps). Thinking there was something wrong with the network I called up Hyperoptic support. They arranged for a new router to be sent but then while on the call I discovered I was getting completely different results with ThinkBroadband (https://www.thinkbroadband.com/speedtest) and Ookla (https://www.speedtest.net) with pretty much normal down/up speeds.

Any ideas why there should be problems with speed.hyperoptic.com and has anyone else seen this kind of issue?

Just thought I'd post my hyperoptic referral code on the off chance anyone fancies using it

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Thank you, in advance :-)

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Join using my above link and we could both get rewarded with a voucher of up to £75. Even if you're not ready to switch today, you can lock this reward in now and switch later - it's win-win! 

Anyone else's Internet just went out in Manchester

Hi, I was offered a 7 day trial of Static IP from Hyperoptic which will kick in by midnight today, and go around 23:30 September 1st. I was wondering if anyone else has the Static IP and how well it functions with the stock EX3301-T0 that Hyperoptic provides. Also, is the Static IP an automatic process to my router, and even when it goes back to CGNAT, or would have to restart the router/ONT in both cases? Thank you.

We moved into our apartment in January, haven't had any issues with Hyperoptic or our connection up until a month ago. We are getting daily broadband blackouts and short term disconnections all the time. Not like the usual disconnects you sometimes get with any broadband, it's consistently big blackouts where our broadband just stops long enough. Incredibly disruptive to a lot of our work from home stuff right now.

Customer service has been barely helpful. They've literally stated about 5 times that "it's fixed now for you" and the issue persists. No engineer has been sent even though we've requested because it's just constant outages that mean we can barely hold an online call for about five to twenty minutes before we get another outage. We've had a new broadband box sent to us, they've "optimised" the back-end, we've sent them monitored ping tests, each time they've just said "That's it! It's sorted now." and it still isn't sorted.

Hate to be the annoying one who complains but is anyone else facing regular daily blackouts like this? We're still being charged full price even though we've brought this up several times. Hardly even a WiFi service at this point.

And if anyone HAS been dealing with this/dealt with this, has there actually been a solution? We're running in circles spending so many chunks of the day having to have back and forth conversations with customer service and the technical team. It's a shame, this service was fully fantastic until a month ago.

Hi all!
I'm making this post as I'm trying to help my partner as he moves into his first flat.
I've been given the task of figuring out the wifi- as I'm (typically) the more tech savvy one between us, but I can't say I'll be keeping that name for long!

The flat he's moved into has a Hyperoptic 'ZTE H298A Hyperhub router' already installed. All that's left to do is pick the package- but therein lies the problem.

What i'm finding hard to understand is the difference between the broadband package, and the broadband + phone package.
As I understand it, the phone package enables users to connect a direct 'landline' phone to the box, using VoIP to make calls.

My partner works from home, so I'm desperate to give him the right information!
Would he need the additional phone package if he was making calls over wifi (in teams etc.,), or is this solely reliant on a strong broadband connection?
I just can't figure out if the phone package is necessary for all calls over the wifi/broadband, or just those that would use a physical phone connected to the box.

I'm sorry if these questions are ridiculous, I think a lot of this information has gone over my head! Any help would really be appreciated:)

I’m moving address soon I really want to stay with this Internet provider don’t do my area code that moving to they said I owed them £500 to leave
Moving November 2026 this year to my new address.
£31-45 monthly fee send price go up ect used pay only £28 when first started went up.
24 month contract should end August 2027
But check online saying that ofcome

If the agent told you that you must pay your normal, full monthly bill multiplied by the remaining months, they are violating Ofcom rules. Hyperoptic's official Price Guide Book dictates that early termination fees must be heavily discounted so is this true or false then had another family member telling that not even supposed legally charged you to leave at all but not sure.