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Standard User blueacid
(experienced) Wed 11-Jul-18 08:55:09
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Service slowdown


[link to this post]
 
Hi all,

Just posting to provide some news for anyone experiencing the same as me - the past day or so have seen really poor speeds (around 1mbit down), but 80mbit up, at my place in Manchester.

Called just now; apparently there's been damage to some of the fibres, so they're working on resolving this. I'd presume that with the speeds being low, we're on a backup link of some sort, which is hideously congested but at least working a bit rather than not at all.

They told me that hopefully there'd be an improvement within a few hours, and they hope to have the fault fully resolved within a couple of days - although of course that could go either way.

Just wanted to keep you up to date - sadly no service status page on their website!
Standard User blueacid
(experienced) Wed 11-Jul-18 09:06:01
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Re: Service slowdown


[re: blueacid] [link to this post]
 
In fact, here's how my BQM looked on Monday 9th:
My Broadband Ping

The 10th:
My Broadband Ping

And today so far, the 11th:
My Broadband Ping


Points awarded for spotting when things went south!
Although in writing that, when I gathered those graphs, it does look like things have improved only just now!
Standard User McHaggis69
(newbie) Wed 11-Jul-18 23:52:22
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Re: Service slowdown


[re: blueacid] [link to this post]
 
Sadly here in Edinburgh we are now into our second night of virtually no internet -
I was actually below 1Mbit/sec download last night, tonight its 10Mbit/sec.

Still totally unacceptable on a 1000Mbit connection.

Strangely my upload speeds are normal.

What is worse is Hyperoptic CS told me it was fixed and are now arguing with me that since the direct connection to *their* speed test shows average results, the problem is sorted.

*every* other online speed test I've run are all showing consistent results of below 10Mbit download. I've rebooted the router, disconnected all my devices except my pc with no better results. Netflix and other streaming is now totally unusable due to buffering and test file downloads from the net are also crawling.

Hopefully someone from Hyperoptic CS or an engineer will sort this tomorrow... Getting on for 48 hours with these pathetic speeds is bad enough, but to then be told its actually working fine is just insulting.


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Standard User blueacid
(experienced) Thu 12-Jul-18 10:27:00
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Re: Service slowdown


[re: McHaggis69] [link to this post]
 
The upload speeds being normal is something I've seen in Manchester also.

I was advised yesterday morning that they expected an interim fix to be in effect from "middayish", and that's the step you can see in the graphs I posted. With that interim fix, my speeds went to around 30-40mbit down and 170ish up; this is on the 150mbit package.

They expected the full fix to take place within a couple of days, so I'm sitting tight until the weekend to see if things improve.

A speedtest from my (wired connection) server, taken just now:

~ date && docker run --net=host tianon/speedtest
Thu 12 Jul 10:26:08 BST 2018
Retrieving speedtest.net configuration...
Testing from Hyperoptic Ltd (141.0.151.154)...
Retrieving speedtest.net server list...
Selecting best server based on ping...
Hosted by Structured Communications (London) [7.95 km]: 11.003 ms
Testing download speed................................................................................
Download: 30.65 Mbit/s
Testing upload speed....................................................................................................
Upload: 209.33 Mbit/s
Standard User hsncool
(newbie) Fri 13-Jul-18 01:32:25
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Re: Service slowdown


[re: blueacid] [link to this post]
 
So, i'm in birmingham, and I've also been suffering from this for the last 3 days.

I've been doing lots of testing however, and from what i can work out, it appears to be an issue with GTT.

As many of you will know, if your in birmingham or manchester, your transit goes via GTT manchester to GTT london in most cases. Sometimes it goes via GTT dublin.

Some oddities i've found that you may find interesting below. Please also test these for youself, as i'd love to hear if its a common problem we're all experiencing.

At the moment, speedtest gives be about 15mbps down, and 750 up on my 1000/1000 connection. Fast.com varies between 0.1-3.5mbps.


Interesting Observation 1
I inspected fast.com's test servers. I know there are thousands, but the one i picked out was:
ipv4-c073-lhr004-ix.1.oca.nflxvideo.net
I pinged it, and got 86ms, which is very high considering its london based.
So i traced it. ([Screenshot]) I've skipped some hops here, but I basically got:
--usual router->bcube->172.16's....
--gtt manchester
--gtt london
--level 3 NEW YORK!!
--netflix dublin
--netflix london
--[target host]

So somethings definitely not right here. birmingham to london is 100miles. my connection is going over 7,000 miles.


Interesting Observation 2
I found a speedtest.net host in the UK, that DOES NOT route via GTT for me. It's "Warwicknet Ltd." in Coventry. I got 200+ down, 450 up. Not great, but still 10 times more than i've been getting in the last 72 hours.
I inspected the connection, and the domain is:
uwsp-speedtest2.warwicknet.com
I traced it, and it appears to be hitting ixmanchester on the hop that usually hits gtt-manchester. It's not using gtt at all! (rare)
Try it out for yourself, and please report back if you too experience a faster connection, and a non-gtt route.


Interesting Observation 3
I was downloading some linux distributions over a popular peer2peer protocol, and obviously, this is going at the equivalent of about 15mbps, sometimes managing a bit more, basically about 1.5-2MBps. Then, all of a sudden, i grab a certain, recent distro i want to download, and I get 100MBps. it's one of the highest speeds i've ever encountered in my 2.5 years of hyperoptic. I take a look at the peers, a fair few random ones in the kbps range, but there's three peers that are delivering double-digit MBps. I quickly made a note of the IPs, looked them up, and they all appear to be based in Amsterdam.

So, i try out EVERY SINGLE speedtest.net host in amsterdam, and i find just one, that gives me above 20mbps. Its called "Usenet.Farm", and I got 540mbps down, 760mbps up. this is 30x faster than the kind of connection i've been getting over the last 3 days.
As usual, I inspect and trace.
The Domain is: speedtest1.usenet.farm
This time, it does still go via GTT-manchester, but the next hop, instead of GTT-London, its GTT-Amsterdam.


Conclusion
In conclusion, i think the issue here is with GTT, on some of their outbound links from Manchster. It clearly affects GTT-Manc->GTT-London. probably dublin too. However, it looks like good speeds can still be achieved via GTT-Manc->GTT-Ams, or without GTT alltogether. This is also evident when using hyperoptics own speedtest, whereby all hops on the trace use their internal network (172.16) and never touch gtt, and therefore deliver full bandwidth.

As far as i can tell, London based hyperoptic users do not use GTT (or atleast, dont have 99% of their traffic routed by GTT like I do), and therefore are likely unaffected by the recent bandwidth issues that we're all facing further north. Most london users get a 1ms ping or less to bbc.co.uk, for example, yet my ping is usually 8ms before i've even left GTTs transit.

I'm sorry for the lengthy post, but I was very frustrated by the lack of information about the issue out there, so hopefully this provides some useful insight to someone, even if it's purely based on my own speculation, and may be completely false. Please try out some of my tests yourself, and report back to confirm.

Thanks,
Standard User blueacid
(experienced) Fri 13-Jul-18 08:51:46
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Re: Service slowdown


[re: hsncool] [link to this post]
 
Iíve noticed the same about transit provider; itís either GTT or IX Manchester for local peering. Although, Hyperoptic donít seem to be peering with half of the institutions they could, the list is on this page: https://www.peeringdb.com/ix/583 yet, traffic to a lot of those companies (especially Akamai, Amazon) seems to go via GTT. For Akamai it often uses GTT for Manchester to Dublin, for Amazon, itís down to London then up from there on another transit provider to Dublin (where eu-west-1 is located).

I have also noticed a lot of times that itís GTT to Dublin whereupon it takes Telia down to London. Slightly strange way to travel but there we are.

In providing more data for you, hereís the below. All done around 8:40am this morning. My service is the 150/150mbit one.
fast.com: 8.9mbit
speedtest.net on my Mac laptop (wifi), 12msec ping, 9.34mbit down, 40mbit up.

Observation 1:
Doesnít go via NYC for me
~ traceroute ipv4-c073-lhr004-ix.1.oca.nflxvideo.net
traceroute to ipv4-c073-lhr004-ix.1.oca.nflxvideo.net (37.77.186.142), 30 hops max, 60 byte packets
1 pfsense.manchester.<mydomain>.co.uk (192.168.1.254) 0.178 ms 0.099 ms 0.112 ms
2 141.0.snip.snip.bcube.co.uk (141.0.snip.snip) 7.341 ms 8.235 ms 9.143 ms
3 172.16.23.106 (172.16.23.106) 2.698 ms 2.782 ms 2.970 ms
4 172.16.27.124 (172.16.27.124) 2.496 ms 2.829 ms 2.901 ms
5 172.16.30.164 (172.16.30.164) 2.012 ms 2.179 ms 2.339 ms
6 172.16.17.81 (172.16.17.81) 7.575 ms 6.705 ms 6.749 ms
7 ae2-775.cr1-man1.ip4.gtt.net (77.67.123.169) 20.712 ms 6.390 ms 6.368 ms
8 et-0-0-43.cr10-lon1.ip4.gtt.net (89.149.139.1) 6.612 ms 6.589 ms 6.512 ms
9 * * *
10 * * *


Observation 2:
~ docker run --net=host tianon/speedtest --list | grep Warwick
1153) Warwicknet Ltd. (Coventry, Great Britain) [143.16 km]
~ docker run --net=host tianon/speedtest --server 1153
Retrieving speedtest.net configuration...
Testing from Hyperoptic Ltd (141.0.snip)Ö
Retrieving speedtest.net server list...
Selecting best server based on ping...
Hosted by Warwicknet Ltd. (Coventry) [143.16 km]: 8.845 ms
Testing download speed................................................................................
Download: 175.66 Mbit/s
Testing upload speed....................................................................................................
Upload: 199.07 Mbit/s
~ docker run --net=host tianon/speedtest
Retrieving speedtest.net configuration...
Testing from Hyperoptic Ltd (141.0.snip)Ö
Retrieving speedtest.net server list...
Selecting best server based on ping...
Hosted by Structured Communications (London) [6.11 km]: 10.007 ms
Testing download speed................................................................................
Download: 31.08 Mbit/s
Testing upload speed....................................................................................................
Upload: 188.47 Mbit/s


OOOOH. Thatís quick, going to Warwicknet. By comparison, left to its own devices, the London server is (presumably) via GTT. Tracing to uwsp-speedtest2.warwicknet.com does indeed go via ixmanchester on hop 7. No evidence of GTT in the mix.


Observation 3:
docker run --net=host tianon/speedtest --list | grep Usenet
Fri 13 Jul 08:45:19 BST 2018
12506 Usenet.Farm (Amsterdam, Netherlands) [350.50 km]
~ docker run --net=host tianon/speedtest --server 12506
Retrieving speedtest.net configuration...
Testing from Hyperoptic Ltd (141.0.snip)Ö
Retrieving speedtest.net server list...
Selecting best server based on ping...
Hosted by Usenet.Farm (Amsterdam) [350.50 km]: 41.009 ms
Testing download speed................................................................................
Download: 168.67 Mbit/s
Testing upload speed....................................................................................................
Upload: 175.94 Mbit/s
~ traceroute speedtest1.usenet.farm
traceroute to speedtest1.usenet.farm (178.20.175.242), 30 hops max, 60 byte packets
1 pfsense.manchester.<mydomain>.co.uk (192.168.1.254) 0.783 ms 0.748 ms 0.711 ms
2 * * *
3 172.16.23.106 (172.16.23.106) 2.981 ms 3.199 ms 3.373 ms
4 172.16.27.124 (172.16.27.124) 2.345 ms 2.582 ms 2.782 ms
5 172.16.30.164 (172.16.30.164) 6.565 ms 6.810 ms 7.056 ms
6 172.16.17.81 (172.16.17.81) 1.083 ms 0.985 ms 1.044 ms
7 ae2-775.cr1-man1.ip4.gtt.net (77.67.123.169) 6.348 ms 6.346 ms 6.407 ms
8 xe-0-2-0.cr0-ams6.ip4.gtt.net (89.149.180.150) 11.887 ms 11.817 ms 11.723 ms
9 ip4.gtt.net (46.33.81.82) 11.772 ms 11.750 ms 11.704 ms
10 r2.dc2.ve902.pce.as50655.net (92.63.170.70) 12.861 ms 21.602 ms 21.496 ms
11 178.20.175.242 (178.20.175.242) 12.792 ms 12.691 ms 12.679 ms


Speedy and via GTT Dublin -> Amsterdam.


My conclusion is that all of your tests seem to be on the right lines. Iíve been able to repeat all of your speedtests and got the same results, except for that traceroute, which doesn't go via NYC for me. But Fast.com was still showing around 10mbit.
Hyperoptic are using IX Manchester and GTT for transit from Birmingham and Manchester. If you get to IX Manchester, things are fine. If you get to GTT, then routes down to London appear to be feeble. From Dublin you might be lucky, it utterly depends though.
Standard User hsncool
(newbie) Fri 13-Jul-18 09:37:32
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Re: Service slowdown


[re: blueacid] [link to this post]
 
Thanks @blueacid, thanks for confirming.

Also, I've just tried that netflix trace again, it's no longer showing NYC in my trace but there are a couple of ***'d hops, and I'm still getting an 86ms ping.

I can't believe this has been going on for 4 days and I've still heard absolutely nothing from HO about the service disruption! Let alone a response to my support ticket.
ISP Representative Hyperoptic_CS
(isp) Fri 13-Jul-18 11:50:15
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Re: Service slowdown


[re: hsncool] [link to this post]
 
Hello there, thank you for bringing this to our attention.

Our Network Team reported that the speeds should be back to normal now, but if you're still experiencing issues, don't hesitate to contact us on 0333 332 1111 or support@hyperoptic.com. Feel free to also send us your customer ID in a private message, and we'll find the latest updates for you. Thank you.

Customer Support
www.hyperoptic.com

Prefer to talk to the team? Call Customer Support on 0333 332 1111 or email to support@hyperoptic.com
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User blueacid
(experienced) Fri 13-Jul-18 14:45:37
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Re: Service slowdown


[re: hsncool] [link to this post]
 
Hm, a bit of a curveball to the theories of it only being GTT:

Try grabbing this file:
http://mirrorservice.org/sites/cdimage.ubuntu.com/cd...

That's hosted at the UK Mirror Service at the University of Kent. It sits on the Janet backbone, and so my route to them is via IX Manchester (although the hostname doesn't seem to mention it):

~ traceroute mirrorservice.org
traceroute to mirrorservice.org (212.219.56.184), 30 hops max, 60 byte packets
1 pfsense.manchester.<mydomain>.co.uk (192.168.1.254) 1.117 ms 1.025 ms 0.977 ms
2 * * *
3 172.16.23.106 (172.16.23.106) 2.873 ms 3.052 ms 3.145 ms
4 172.16.27.124 (172.16.27.124) 4.043 ms 4.286 ms 4.494 ms
5 172.16.30.164 (172.16.30.164) 1.945 ms 2.284 ms 2.381 ms
6 172.16.17.81 (172.16.17.81) 0.820 ms 0.855 ms 0.893 ms
7 195.66.244.22 (195.66.244.22) 6.459 ms 6.420 ms 6.418 ms
8 ae22.manckh-sbr2.ja.net (146.97.35.189) 6.509 ms 6.593 ms 6.500 ms
9 ae29.erdiss-sbr2.ja.net (146.97.33.41) 6.511 ms 6.439 ms 6.434 ms
10 ae31.londpg-sbr2.ja.net (146.97.33.21) 6.351 ms 6.319 ms 6.333 ms
11 ae30.londtw-sbr2.ja.net (146.97.33.6) 6.567 ms 6.822 ms 6.793 ms
12 kpsn.londtw-sbr2.ja.net (146.97.41.86) 7.909 ms 7.935 ms 7.900 ms
13 212.219.171.222 (212.219.171.222) 12.958 ms * 13.413 ms
14 www.mirrorservice.org (212.219.56.184) 7.880 ms 7.837 ms 7.999 ms


Terrible speeds; 300KB/sec. Just tried the same file from the BT leased line here at work, getting flat out 100mbit (line speed).
Standard User McHaggis69
(newbie) Sun 15-Jul-18 06:15:03
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Re: Service slowdown


[re: Hyperoptic_CS] [link to this post]
 
"Our Network Team reported that the speeds should be back to normal now"

Nope, they're not...

There is still definitely a problem with routing that is causing *major* slowdown on surfing, streaming... *everything*.

I have an engineer appointment tuesday, but I can tell you already there's nothing wrong at my end. Other residents within our development also raising tickets with HO.

Working from home and watching netflix now prettu much impossible.
Standard User blueacid
(experienced) Mon 16-Jul-18 10:36:18
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Re: Service slowdown


[re: McHaggis69] [link to this post]
 
I got chatting with hsncool (hi bud!), and he's explained that his issues were fixed by (wait for it!) changing his static IP address.

His began with 141.0; mine also does. When his was changed to an address starting with 88, all the problems cleared up, plus his ping to a few hosts (including 1.1.1.1) dropped from ~8msec down to around 2msec.


I've also got a 141.0 address, although trying to get Hyperoptic to change mine has been, for some reason, difficult. Currently they've had me switch back to their supplied router which has made no difference. I'm about to call again, but for anyone else also still affected, do you also have static IP addresses beginning 141.0 ?

Thanks!
Standard User McHaggis69
(newbie) Tue 17-Jul-18 07:40:44
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Re: Service slowdown


[re: blueacid] [link to this post]
 
Yes I do.

Interesting that in a very small straw poll of local residents on HO only those with a static IP are having issues...

Engineer visiting this morning so will have a word.

If this is the cause - effectively I've been paying extra for a static IP that has borked my connection.
Standard User McHaggis69
(newbie) Tue 17-Jul-18 11:54:09
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Re: Service slowdown


[re: McHaggis69] [link to this post]
 
So,

just got changed to a fixed IP in the 88.98 range and all seems to be back to normal.
Standard User blueacid
(experienced) Tue 17-Jul-18 16:04:35
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Re: Service slowdown


[re: McHaggis69] [link to this post]
 
Yep, they're changing mine as well.
They really were digging their heels in on it, though. Desperate to try a few other fixes first.

Wonder what's happened to the 141.0.151.x block to make the routing so awful?
Standard User AlexR
(member) Tue 17-Jul-18 16:45:19
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Re: Service slowdown


[re: blueacid] [link to this post]
 
Now that's interesting, I'm on a static IP (in Bristol) on the 185.24.120.0/22 range - I've been getting speeds around 15Mbit down / 950Mbit up for around a week now. They have offered to change my static IP but I'm pushing back (as I've got firewall rules/DNS entries I'd have to change...).

I'm also working from home waiting for an engineer visit they insisted on. They've got 15 minutes to arrive or they'll be receiving a rather annoyed phone call very soon.

Hyperoptic 1Gb

Edited by AlexR (Tue 17-Jul-18 16:45:52)

Standard User blueacid
(experienced) Wed 18-Jul-18 08:40:29
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Re: Service slowdown


[re: AlexR] [link to this post]
 
IP address changed. I'm now on 88.98.247.x, and it's like night and day.

Ping times to Manchester hosts has dropped (used to be aroiund 8msec, now flirting with 1.5-2msec), and everything's back to being spry and fast.

Job jobbed! Plus I got a couple of weeks free out of Hyperoptic due to them failing to call me back a couple of times & taking a long time to actually address the issue...
Administrator MrSaffron
(staff) Wed 18-Jul-18 09:48:01
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Re: Service slowdown


[re: blueacid] [link to this post]
 
http://tbb.st/1531669298863310455 185.24.x.x range 722 down 519 up

http://tbb.st/1531745922384374155 88.98.x.x. range 947 down 491 up

So it is not a clear cut one IP range is routed odd/congested badly there may be other factors at play or this is only affecting one location

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User blueacid
(experienced) Wed 18-Jul-18 11:37:20
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Re: Service slowdown


[re: MrSaffron] [link to this post]
 
Indeed, it seems that it was a false positive to think it was the 141.0.x.x range.

Still, although the traceroutes don't seem to have changed, the connection speed seems to be much improved. Downloading that ISO from the mirrorservice (linked earlier) now goes at around 18MB/sec, give or take, rather than 300KB/sec.

Very peculiar!
ISP Representative Hyperoptic_CS
(isp) Wed 18-Jul-18 17:03:39
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Re: Service slowdown


[re: blueacid] [link to this post]
 
Thanks for confirming that the speeds have improved. We're doing our best to make sure you're getting the most out of our connection at all times. Thanks for teaming up with us on this one.

Customer Support
www.hyperoptic.com

Prefer to talk to the team? Call Customer Support on 0333 332 1111 or email to support@hyperoptic.com
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User mr_mojo
(knowledge is power) Wed 01-Aug-18 16:21:21
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Re: Service slowdown


[re: blueacid] [link to this post]
 
To be honest this is the most annoying thing about hyperoptic. They seem to just not plan enough backhaul/configure it right.

I've been with them for nearly 5 years now, and the service is great 98% of the time, then it just all goes to hell because their peering capacity maxes out.

To add to this customer service are not good at escalating this. I imagine the NOC knows exactly what is going on as they will be seeing links maxed out at peak times. This should be fed through to CS to let people know they are working on it.

I still really can't understand why they cheap out of peering so much. It's so cheap in comparison to anything else. I see they have added another 30gigbit/sec across LINX and LONAP, but I bet it won't last long with customer growth + 4K streams starting to become common.
ISP Representative Hyperoptic_CS
(isp) Wed 01-Aug-18 16:37:59
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Re: Service slowdown


[re: mr_mojo] [link to this post]
 
Oh, can't be having that. We'd love to check your connection and make sure you're getting the most out of it at all times. Please send us a PM with your account details and we'll arrange for the team to look into this for you. Thanks so much. We appreciate your comments and feedback on this.

Customer Support
www.hyperoptic.com

Prefer to talk to the team? Call Customer Support on 0333 332 1111 or email to support@hyperoptic.com
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User mr_mojo
(knowledge is power) Wed 01-Aug-18 16:46:12
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Re: Service slowdown


[re: Hyperoptic_CS] [link to this post]
 
No, it's fine right now. But I bet backhaul capacity will be breached soon if past experience is anything to go on.
ISP Representative Hyperoptic_CS
(isp) Wed 01-Aug-18 17:00:01
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Re: Service slowdown


[re: mr_mojo] [link to this post]
 
We're taking care of that, no worries, the team is making sure that the broadband is up and running in a great way and that every single part of our network is running smoothly. If you notice anything out of the ordinary, please let us know, we'll gladly help. Thank you.

Customer Support
www.hyperoptic.com

Prefer to talk to the team? Call Customer Support on 0333 332 1111 or email to support@hyperoptic.com
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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