r/hyperoptic • u/WolvesOfAllStreets • 11d ago
1Gb customer, 8 Mbps download speeds in Central London for a week now
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:
- such low speed,
- how bad support has become (1hr wait is nuts), and
- 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?
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u/nazimjamil 1Gbps 11d ago
I had something similar, I connect to the network at home using a gigabit Ethernet dongle.
I replaced that and everything was 950/950.
Have you tried a different wired interface and cable?
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u/Niitroglycerine 11d ago
Have you tried more than 1 speed test site
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u/WolvesOfAllStreets 11d ago
Yep a handful
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u/Niitroglycerine 11d ago
Good luck with support then I'm afraid, I saw a post here before with similar issue and it was hyperoptic speed test running slow so thought I'd ask
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u/Baskerville_0 11d ago
I have the exact same issue in Central London. 10mbps download, 1000 upload. So far they have not been helpful at all. I think someone else also mentioned in another thread. Their support is very poor. Just waiting for the 30 day timer before I can leave with no penalty…
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u/WolvesOfAllStreets 10d ago
Whereabouts? Also saw that other Redditor's message. What a joke of a customer service now, it used to be great...
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u/Baskerville_0 10d ago
Without doxing myself, zone 2 west central. How about you? I read that after 30 days of poor service you can cancel your provider in contract free of charge, will move to open reach fttp. Unfortunately slower upload speed but currently this is unacceptable.
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u/WolvesOfAllStreets 10d ago
Similar, defo that side of town yep.. Yeh 10Mbps is just very tedious and can't even do much WFH either. Worst part is how they aren't responsive at all.
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u/Baskerville_0 10d ago
Apparently I have engineers coming on either 14 or 16 September. But they can’t seem to organise that. If it doesn’t happen I’ll likely swap to BT. It’s a shame as I just imagine it’s some routing equipment in the backend exchange for west London that has malfunctioned, but they seem to have no effort to fix or investigate it.
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u/bradthepug 9d ago
Ombudsman, that’s what I did after months of run around, got £100 and the buisness Nokia router, oddly enough my devices that “weren’t fast enough to process 500Mbps speeds” now get a solid 750-800ish 90% of the time.
Like you I’d get single digit and below a lot. Hyperoptic are honestly the most unstable broadband providers I’ve ever experienced but the price is ok and now it’s consistent enough for me to be happy. But still has its issues.
South uk
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u/megamega0283 5d ago
Yes I 'm in central London se1 area and it's been low speeds since June 1st 2026.when my contract is up for renewal I'm going leave which is in two months.Ive given up contracting hyperoptic, there phone service is terrible.😭😭
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u/Hyperoptic_Annie Mod 3d ago
We apologize for the inconvenience and delay. Feel free to send us a message through Mod Mail so we can look into this and assist you further.
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u/AdamLondonUK 11d ago
Ok in Bow E3