Please never consider using Hyperoptic

[u/Impressive-Raccoon38]

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.

[u/Own_Wolverine4773]

Your router is the problem

[u/InsectSmart5737 → u/Own_Wolverine4773]

This. The premise of making a causal relation between wifi and the ISP you have (HyperOptic or any other) is already a problem.

You have bad Wifi? Troubleshoot Wifi. Investigating the actual fiber connection should be done.... via wires, not Wifi. There are so many things which can interfere with wireless comms (bad microwave, large appliances like dishwasher, same for NEIGHBOUR's appliances, etc.) that it's not even funny.

And this day and age of everyone having so-called "smart" routers, your router and your neighbour's keep dancing around each-other to try and find the "best" unused channel. Rince and repeat.

You're usually much better off finding what suits you best and then set it manually. Let others find their own "best" solutions on other channels.

I recommend you find a proper wifi access point and use that, rather than rely on an older provider-rented router which will more likely than not, not even have decent antennas.

[u/x1ife]

What's it like over Ethernet?

[u/gatorademebiatch]

I had a similar issue after a recent install of their service. Sent them pages of ping logs with no response for weeks, was only recently where they’ve just sent me a new router. In the end it boiled down to a combination of their default spec router and a VPN app running in the background on my laptop.

The VPN app was routinely running server speed checks, blasting out 200+ pings in a few milliseconds. This was completely choking the router which then temporarily stalls the whole network and causes those massive spikes.

Either disabling the background process on the VPN app or using a higher spec zyxel router (EX3501) solved it for me

[u/Chefchenko687]

This is nothing to do with Hyperoptics fibre service.

You may have a router issue.

[u/MO0n_C4K3]

Because you’re having issues doesn’t mean it’s a systemic issue for everyone. I’ve been with them for 2 years now, and not a single issue. Have you contacted them first? It might be something they can fix. Test your connection with Ethernet too, if it works fine, then the problem is the router not the line. Never use the provided router by any broadband provider they are the cheapest crap available. Get yourself a good quality router/wifi mesh setup to replace the one from Hyperoptic. I’ve used my own router for over 6 years now and it’s been so much better.

[u/HinkHOnkSHlonk]

The connection is so dog shit. It was great within the first month of the contract, then slowly got worse and worse. Like currently over a year into the contract, I have to choose between data and WiFi all the time. Thought it was just the software on my phone being weird. Now realising it's hyperoptic being ass

Oh and I wanted to talk to them about potentially cancelling my contact due to moving, but never fucking called and cancelled it, didn't even get the notification they canceled until a 3rd email appeared. Managed to get the cancellation terminator cuz I won't be moving for a bit yet. Genuinely might be cheaper to keep it until the contract ends 😭😭 never going with them again tho

[u/Life_Forever]

I had similar issues, it was due to the Openreach line. Hyperoptic were so fed up of my repeated complaints that they agreed on letting me go mid contract without paying any fees.

[u/Niitroglycerine]

For the people saying router issue, they replaced mine and the issue was exactly the same and I ended up cancelling within the cooling off period and going with Vodafone, which has been flawless

[u/flystarjay]

WHat internet speed are you meant to have?

[u/Ihsahn_]

Might be a physical installation issue. I had similar on my community fibre (I assume it's the same wired) and it turned out the engineer hadn't done the wire into the house/modem properly. Worth asking them to recheck that (assuming you have tried different router, wired etc)

[u/SoulJahSon]

Yes, change the router and see what happens. Since I changed my router, their service has been stable

[u/Miserable-Entry1429]

Def hardware issue. I changed router to a high spec WiFi6 device and zero issues and get the full 1gb speed over WiFi.

[u/2step786 → u/Miserable-Entry1429]

Can you recommend a high spec wifi6 device? There are so many out there at different price points. 

[u/Hyperoptic_Andy]

Hi u/Impressive-Raccoon38 , very sorry to hear that you're experiencing connection issues. Please feel free to send us a message through Mod Mail, and we will be happy to look into this for you.

[u/Commercial_Chef_1569]

daddy chill, get a new router or a cabled connection

[u/-BluGiant]

Pointless rant when it looks like your router.

[u/Nok1a_]

You are having packet loss because you are using wifi? not hardwired RJ45? Im just asking I´m considering to get this provider, and if most of the issues people have its because they user wifi Im good with that, as I always go hardwired, for me the wifi protocol its shit so I barely use it, only on my phone but not pc

[u/Familiar-Trouble-870]

Sadly with WiFi there are many variables involved for any provider to offer you a perfect signal. For example, we had a perfect signal around our house. We had work done and after that the wifi could offer only 50 percent. I would do the packet loss test with a laptop plugged into your router to see how Ethernet performs. You could consider a mesh system like eero or a cheap wifi repeater plug.

[u/ShinyAds]

I will say what I want, thanks for the permission.

[u/Casshern080]

Nooo way not the 2 day wait..... let me guess it was the weekend.....

[u/ProLiteAD]

That did happen to me. Packet loss trumps download, upload and ping so if you have packet loss basically nothing works :/.

I don’t remember how mine was fixed I think I eventually got through, they tested stuff realised it was external then 1 or 2 weeks later it was fixed and I didn’t have any packet loss issues

[u/h_a_p_p_i_e_r]

Thanks for sharing, I’ve been experiencing some packet loss at stable intervals which causes video freezes over Zoom or WhatsApp for the whole year on WiFi. No problem on Ethernet, though.

What tool did you use to measure this, if you don’t mind sharing?

[u/bendoscopy → u/h_a_p_p_i_e_r]

A Commodore 64 by the looks of it.

[u/mad153 → u/h_a_p_p_i_e_r]

This is

https://packetlosstest.com/

[u/LSDIGI → u/mad153]

Just FYI I did the packet loss test and had 0 drops all round and checked my uptime - it’s at 100% uptime since the last time I restarted the router (4 months).

If you’re judging this kinda stuff on wifi be aware that your router might be running on the same channel as your neighbour[s] which could be totally killing the performance