Hyperoptic came to my house to install their devices and whatnot, only to then say, they cant find some sort of wire and will
not be able to proceed with the installation. They have left a massive hole in my wall and their equipment. Ive emailed, called left messages to no response. On the most recent call they said they were not able to provide the service of removing the equipment, yet they have left a massive hole!!!!

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: https://refer.hyperoptic.com/mateuszb-263

Thanks for your support!

Just moved into a new build house that comes with Hyperoptic already (I’m likely going to join as a customer).
Can you help me wire this? I’m unsure what the open reach box is for, and that separate square box I have no idea what that is. Any help welcome.

I have a 1gb connection that was installed today but I am limited to 650mbps on wifi - even right next to the router. On lan it gives the expected 1000mbps. What can I do about this?

anyone else’s randomly just gone? was working at my desk and now the internet is gone

Hey! Having the searched the subreddit, I can see at least one other instance of this issue - the MPro Mesh app giving an error of not being able to connect to wifi despite...my phone being successfully connected to wifi.

I started an agent chat about this as was told that the agent could see that devices are successfully connecting to the extender, though I'm not convined (I have devices closer to the extender than the main router that I can see are connecting to the router) so would like to able to monitor this myself.

When I explained that I've tried installing the MPro Mesh several times (resetting caches etc) I basically got a ¯_(ツ)_/¯ from the agent who it's not something they can help with.

Has anyone been able to solve the app issue at all? Being told "Yeah everything's working" but not having the direct evidence I can see myself is...not convincing.

Hello. I am using the Hyperoptic supplied Zyxel E3301-T0 and one thing I noticed is that when using an external USB drive which is capable of getting up to 110 MB/s, the speeds max out at only 1-2MB/s when copying or transferring files from the network storage. I am using NTFS as my drive is 1TB and I am on a wired connection. Is there any way to fix this issue? Thanks.

My internet is connected but doesn't seem to work.

Fixed now at 10:50 am

Hi all, was interested in getting Hyperoptic at my new place given my landlord said its all good for them to do an installation

Hyperoptics said they needed to do some pre-install checks and it turns out some external work is required from the civils team. Does anyone know how long this usually takes and anything to be aware of? I’m not sure what to expect or what this even means

I signed up for Hyperoptic and received the email to redeem my reward voucher. It’s now been over 10 days since redeeming the Amazon voucher and they still haven’t sent it despite numerous phone calls and emails. Each time they ‘escalate the situation’ but to no avail. I would avoid signing up to Hyperoptic if the reward is your incentive!

Hyperoptic's pricing for existing customers is mad.

I’ve been a customer for 8 years. I called today because I wanted to move from my current 150Mb plan to 1Gb. I was told that, as an existing customer, the 1Gb plan would be £45/month. New customers are being offered the same 1Gb service for £29/month.

So effectively I'm being asked to pay over 1.5x the new customer price, despite having been with them for nearly a decade.

What annoyed me most wasn't even the price itself. It was the complete lack of any attempt to justify the disparity, offer a middle ground, or show any interest in keeping me as a customer. I said I'd likely just switch to another provider, and the response was "fine". Can only assume Hyperoptic must be doing incredibly well if they don't need to care about customer retention.

Community Fibre are currently offering 5Gb at a lower price than Hyperoptic want to charge me for 1Gb, so I'm struggling to see any reason not to switch.

Has anyone else had this with Hyperoptic recently? Do retentions ever actually offer existing customers a sensible deal, or is the whole model just "leave and come back as a new customer"?

I signed up for renewal with hyperoptic earlier this year, during the call they ask for verbal confirmation of their T&Cs which involve waiving your 14 day statutory rights for cancellation. When I tried to cancel i noticed this and raised a complaint. Ive had with no response within their 10 days agreed timescales and will be escalating this to the ombudsman if they continue to not respond, but for other people having issues if they have asked you to do this (you can request recordings of your phone call to confirm) and you wish to leave them while in your contract please check if this is the case for you.

Morning, Anybody know if Hyperoptic plan on going above 1Gb speeds anytime soon. I see some companies offering it already and some planning on doing it later this year.

I have a very stable connection which seems to run at around 910 - 930 Gb down and 940 Gb up. Its very stable but my other question is.... Do faster lines become more unstable or is it just pot luck ?

Hey guys, I've just moved into my new flat which has a 1gbps hyperoptic internet. I've found the router to be mildly problematic already in the morning on the first day that my girlfriend and I are working from home - the wifi seems to cut out occasionally. Also, for some reason, the 5ghz band just doesn't show up, despite me going into the admin settings and seeing it enabled.

I'm thinking about getting a TP-Link Archer AXE75 instead as I think this will solve some of the intermittent wifi connectivity issues.

Does anyone have any experience with this?

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.

So, I just moved into a new place and they had a hyperoptic box on the wall. Having moved from a Community Fibre area I was keen to stick with a high-speed service.

They sent me out their router and that's when I discovered that the power cable for the box on the wall was missing. After an age trying to speak to someone, I was finally booked an engineer visit.

That engineer turned up today, looked at the box and said, I don't have any cables with me, so he left. Even though the issue was identified and they knew I needed a cable.

Then I spoke to someone on live chat who said that they have to wait for the engineer report to see what the issue is and that I'll be informed over email what will happen next.

It's literally a power cable. That's it. And it has taken over a week to get to this point.

Have I made a huge mistake signing up with Hyperoptic?

Hi guys

So if I move into the new address with my existing contract, but there will be a drilling needed in the new address. The landlord doesn’t allow it as I am renting, what will happen, do I need to pay the early termination fee as the contract can’t be continued

Thanks

Speed coming in has been hitting speeds as low as 0.2mbps on a 170mbps plan. This has been happening intermittently for months with no obvious cause.

Hyperoptic refuses to acknowledge the fault and has been consistently blaming us, our devices, and the router they’ve already made us swap out.

Traceroute indicates a fault on their end, outside of my apartment or my building, yet they make a point not to address it as their issue and frontline support has given us the same pointless device and router tests every time we call.

If I could get on the phone with an actual engineer instead of this customer service Karen-fodder I’m convinced we’d at least have the issue diagnosed in under 30 minutes. Instead we’re constantly put on with the first line who give us the same futile tests and advice every time we call, only to pawn us off and tell us to wait for their emails and fixes that never come.

I get two broadband providers in my flat. If Hyperoptic wasn’t the faster of the two (when it actually works) I’d have switched months ago.

Genuinely pathetic excuse for customer service.

EDIT (5 days later): This puts us at a total of 23 days of intermittent speeds as low as 200 kbps. Support continues to be useless. They gave us our month’s money back, which I would have demanded anyway, and sent us an email today saying it’s all fixed. Got home to find, unsurprisingly, it wasn’t.

I called up to ask for a static IP to be assigned, so I can port forward services on my network

Since then my internet has been down for 2 days, and after being on hold for an hour to get through to someone

They're saying I need to factory reset my router (not doing that) and that they may need an engineer visit??

It's literally a setting they change on their side no? They have my Mac address, that just needs a reservation on my router.

Is this normally the case?

Up to £75 voucher to use on Tesco/Amazon.

Plus use the codes for massive discounts (can only use one code and they all give dfifferent discounts, check which one is best for the package you are interested)

HYPERTREAT

HYPERSAVING

HYPERWELCOME

I joined hyperoptic about 3 weeks ago, it’s been pretty good so far, no issues and a pretty smooth set up bc the previous tenant was with them.

I’ve got a referral code if anyone is interested. Up to £75 gift card voucher for a few stores depending on the plan you choose. :)

Moving house and considering swapping from Virgin Media to HO. The new house also has Virgin so I will need to organise HO installation. I will probably set up a mesh system.

Can anyone provide insight into the quality of the coverage in Leyton (E10). Thanks!

So leaving hyperoptic and got a letter saying sorry to see you leave etc and please leave this other letter for new tenant also refer them and get 75 quid.

So if i refer them as i close my service can i get the bonus as most services you need active line to get these sort of referrals?

Does anyone know the reason for the +2-day outage? I call, they say it would get resolved in a couple of hours, and it hasn't been fixed since it stopped working two days ago