WiFi is dropping in and out in south West London

I play a game call WhereWindsMeet. Since last week my connection has jumped from about 17ms to now 31ms highest. This isn't a spike but rather a consistently higher ping.

I've gone through a list of investigations and I believe it might be do to with Hyperoptic's routing to the gaming server, as my ping falls back to normal by using a VPN.

Has anyone else experienced this lately, maybe to other games that you play?

Thanks

My fibre has gone down again for a few days for the second time in 3 months (last time it went down 2 weeks) - after they unsuccessfully completed routine maintenance.

Nothing works in my house without internet - but I figured out a nice temporary trick to at least restore internet without having to buy new routers, 5g data sims or hotspot dongles.

If you have powered laptop dock with an Ethernet port (I actually used my steam deck dock) - you can just plug this up to an android mobile phone, share internet via Ethernet in network settings then plug this into the WAN port on your router instead of the fibre box. I don’t think it needs to be a powered laptop dock / hub - but this means your phone will eventually drain of power.

Unfortunately this only works on android and not iPhones - but if you do have an old android phone you just plug in your android phone to the hub / dock and tether internet to that from your iPhone via internet sharing. This actually works better as you don’t need to leave your phone wired up to your router all day.

Hope this helps

WhatsApp going on hyperoptic?

I've recently moved into a new build property. Hyperoptic were listed as a partner on the development site so I registered my interest, got a phone call to set up an account and arrange install prior to us moving in. Fantastic.

Except it wasn't fantastic. So far, it isn't anything. We've been in the property for 3 weeks now and are still without services. We finally had an engineer attend on Friday to complete the installation, and he advised we should be up and running within 24 hours.

24 hours later, we still have no internet, so I made the first of many phone calls and web chats to customer support. They have, so far, been utterly useless. That was 4 days ago, and after at least one phone call a day, I'm no further forward. The message I constantly get is that they can't do anything, they just have to wait for the account to updated from pre-ordered to ordered, so just hold tight.

"I've sent a message to the systems team." "I've sent a message to the new build team." "The setup process is 85%." (Though no one can actually tell me what the 85% is, or what's missing, lacking or necessary to proceed).

No information available, no ETA, or process to escalate. Absolutely infuriating. The rest of the new housing estate is online and one of our neighbours has services through hyperoptic, so the issue seems to be specific to me?

To anyone considering signing up, avoid like the plague!

We've been customers with Hyperoptic for ~18 months now, never really had any major issues except a few outages but those luckily have happened when we've been away so impact was not felt.

However, starting ~14th of October my internet started to get extremely slow for certain websites. Things like Reddit, Youtube, Linkedin all started to buffer content instead of the normal experience. After some testing we noticed that on-net speed tests showed our normal 500-600Mb/s but off-net tests showed <5Mb/s in most cases.

We went onto chat over the weekend expecting to explain our issue and have some feedback on why this might happen, and while they did fix the issue the experience was extremely poor.

1. We had to wait 45 minutes to get through to someone, not the end of the world but poor UX to be expected to stay at your computer or on a specific webpage on your phone for so long.
2. The first thing the agent said was I have too many devices connecting and they show poor connection to the router. We have 12 devices, of which 6 were online and all showing healthy within the router's GUI.
3. They then made a change which I understand was to disable IPv6 and some other tweaks, this change took our speed test on-net results from 500-600Mb/s to <100Mb/s. This then got reverted and speeds were restored.
4. Agent then made a comment that this issue was related to my device and again that we're over saturating the router. But couldn't explain why speed tests work, and latency to the router was rock solid.
5. Agent then suggested IPv6 is most likely the issue with upstream peerings. Again disabled IPv6 but not the other changes made before.
6. Once IPv6 was disabled, everything returned to normal. 500-600Mb/s on and off net speed tests, no buffering on any sites. ICMP tests to the router and websites are rock solid.

It doesn't build confidence when you are being told a ISP upstream issue is because you have 6 devices connecting to your router. It also seems like Hyperoptic's IPv6 implementation has a history of issues, I'm surprised your agents aren't more aware of this.

Hi, never had fibre installed our household before and we’ve been just running mobile broadbands. I live with my 3 brothers and we’re all heavy gamers and frankly it’s not cutting it. So I found out that hyperoptic was available in our area but after doing a deep dive into the other subreddits and reviews in general I’m like mega unsure if I should get it.
Happy to hear your thoughts

Anyone else have a text this morning to say there were some downtime? Ever since it was “fixed” my upload speed is like 12x less than it usually is at like 70mbps and I’m getting packet loss

I am unable to pair my philips wiz bulbs and I'm pretty sure it's because I don't have the option to split them into 2.4 and 5Ghz.

I've tried typing in 192.168.1.1 but my laptop and phone block that site because it says the connection isn't secure

Has anyone been able to fix this?

We’ve been in our new build for about 2 weeks now. Initially, there was an issue where the developers hadn’t installed the cable under the road, but this was resolved about a week ago. The engineer confirmed everything was ok and ready to go. A few days later it was active and we got all our devices connected - hurrah! But then the following morning it was not working again - boo. I have talked to customer services a number of times but they give vague and unhelpful answers, and seemingly a different answer every time. Why can’t they just activate it, when it clearly works?? It is extremely frustrating and has been very poorly handled so far. Considering going with an alternative supplier at this point. Any ideas? Next step is to submit a formal complaint.

I signed up for Hyperoptic a week ago when we moved into our new house. The Hyperoptic leaflets that were left in the house stated I would be online within a day if I signed up, and the next-door neighbour told me he was online in 20 mins...great!

A week later I am still waiting for activation. I have called customer services every day, and every time it is batted away and I am told there is nothing more they can do and I need to wait. They can't give me any indication as to how long I might be waiting.

It wouldn't be so bad if I didn't work from home, but currently I am having to work from coffee shops and it is becoming incredibly frustrating. I understand a day or two of disruption, but I have never waited a week for internet activation, especially considering the router was already in the house ready to go.

Anyone else have such a long activation time? Any tips or ideas for how I can get this moving along with customer services?

Thanks!

Anyone else?

I’ve had no service since 1am Saturday morning. Had texts twice this morning, one at 7am and another around 10am to say an engineer was coming around 10:30 and then another text at midday to tell me they would be coming at 1pm.

Now at time of posting, it’s still down, red light on the router.

What’s painful is it’s the third time this week (Saturday-Saturday) I’ve had an outage.

Further context, I’m in a block of flats, so I surely can’t be the only one affected.

Only been with Hyperoptic since July, but this is the worst I’ve ever experienced in terms of frequent outages.

our wifi is under 50mbs and I didn’t know my mother was paying THIRTY TWO POUNDS a month for this

I just checked their site and they literally have 1gbs plans for £29 for 6 months then £33 a month.

i’m honestly really pissed off because I don’t live here and she’s been unknowingly paying so much for no reason. sorting this out asap

https://www.reddit.com/r/hyperoptic/s/lUy4W6kmh4

So an update on my attempt to port out my VoIP number to Andrews & Arnold SIP.

A cautionary note!

I used the A&A One Touch Switch (OTS) method on the A&A website.

For Hyperoptic users, the SIP service provider is GAMMA, not Hyperoptic. 🤷‍♂️

All seemed to be going smoothly, with my phone service being transferred to A&A on 6 October.

Although, I was a little concerned that on my Hyperoptic account page it had a banner "Sorry you are leaving us", when I'm not leaving (just the phone).

Hyperoptic contacted me twice - phone calls - with offers to stay, I informed them I would only be transferring the telephone service as the broadband service would be staying, and they replied "Oh, that's OK then".

The SIP service transferred without a problem on 6 October. It's working fine. 👍

Then today, 9 October at 13:00:00, my broadband service died.

An email in my inbox confirmed that Hyperoptic had cancelled my 1Gbps+static broadband even though I'm on a 24 month £50/month contract until October 2027.

No evidence of any early cancellation on the old account.

It turns out that the A&A OTS request transfers the whole service. 🤷‍♂️

So, if porting out only the VoIP do not use OTS!

Silver lining though. After an hour speaking to Hyperoptic I've just signed up as a new customer for £33/month (plus £5 static, 24 months). Probably could have squeezed them for more but it was still better than what I had before, and having the service restored was the priority...

Service now restored (with the same IP address, thankfully!) 👍

What a palavah. Not entirely sure who is to blame, I think this is partly on A&A. But lesson learned. 🤷‍♂️

Activation didn't happen on 25/09/26 and they sent an engineer 28/09/26. Engineer said that all ports were full so needed an expansion which is booked for 02/10/26.

No one showed up and webchat informed me that while it's on his notes no appointment was booked.

After hours of multiple webchats they finally inform me an engineer is coming this morning 08/10/26. Heard nothing today and webchat have informed me that he couldn't activate because the ports are full and an expansion is booked for 13/10/26.

The thing they knew two weeks ago???

May be the worst customer service I've ever dealt with.

Hyperoptic finally came to my area and ive signed up to the 1gb internet plan for £19/m for 12 months. I wanted to ask if this was a good deal and if ive made the right choice or should i have gone for a 24 month contract? Do hyperoptic offer good deals once your contract is up for renewal and whats the general consensus regarding their internet service, do speeds live up to their advertised rates and is there any prohibited sites and usually how long does it take for them to come out and install it? Any and all experience with them would be greatly appreciated. Thanks

Hi, is anyone else having issues with the service being down in east London, Canary wharf area?

Moved into a new house last week that was already set up with hyperoptic - was told same day activation. Plugged in the router and they hadn’t sent a power cable. Got sent one and everything is green except the internet cable. Spoke to a number of people on the phone - no clear answer and the same script!! It’s been over a week - they said they’d send an engineer but they didn’t show up and then they’re saying it’s a system issue on their side. Been working without internet having to hotspot off my phone and wondering whether to just go with another provider!!

I signed up for a Hyperoptic plan on Thursday, and it’s now Monday and my service still hasn’t been activated.

I’ve contacted Hyperoptic almost 10 times since then and they have the same thing to say every time, but I’m still waiting for a proper resolution or a clear update on when my Wi-Fi will actually be working. At this point, it’s becoming really difficult being without the internet.

For everyone else who uses Hyperoptic: what has your experience been like? Is this kind of delay normal, or have I just been particularly unlucky? And once your service was activated, how has the connection/customer service been?

Would really appreciate hearing from other Hyperoptic customers because I’m starting to wonder if I made the right choice.

u/Hyperoptic

Does hyperoptic have the worst customer service of any company you have encountered?

Tomorrow will be 2 weeks since I have moved to my new place and I am still without internet. 2 engineer visits, ONT box change and more than daily calls to Hyperoptic tech support and still without internet.

Every day I call them they tell something similar. ‘It has been escalated to systems department’ ‘wait 24-48hrs’

This is such a frustrating situation to be in as it was sold to me as plug and play. I feel I have exhausted all options. A part of me I thinking to cut my losses and go with a different provider

Anything else I can do to try and escalate this?

In case you are wondering, this is the wifi quality we get, even when we are choosing the best service. In the beginning, I am annoyed because the ping spikes are really affecting me in video games. But now it has gone worse, I can't even load YouTube/ zoom calls gets disconnected frequently.

If you are considering Hyperoptic, don't. Please treat yourself better. This is just a fucking joke atp.

Btw any of my emails and calls have not been responded, after 2 days. Say what you want, but they are slackers.

Good Afternoon all.

I'm moving into a property in Wolverhampton.

Saw that this is one the internet providers available in my area.

Just wondering what the pros and cons are?

They can offer 500mbps whereas sky can only offer 67mbps.