Complete Outage

Edinburgh (not sure of anywhere else) had planned maintenance today between 1pm and 5pm.

My connection went down at 2.30pm and has been down ever since (now 9:50pm).

This is the second complete loss of service in about a month for me and after a fairytale start with Hyperoptic in year one, the cracks are beginning to show. How long before it is fixed this time?

Tried re-booting the router to no avail.

Nothing is working.

Hyperoptic do seem to pick some very strange change windows. You'd expect them to do things overnight that could cause an impact, but they seem to prefer daytime.

I'd have been on the phone by 2.45pm. Have you called and what did they say?

Hi, we're sorry for this being the case. It's highly unusual since all the other customers there included in the maintenance process were back online as soon as it was completed. Our team is troubleshooting and doing their best to restore your connection as soon as possible. Thanks for your patience while they are on it.

Hi support,

Thats not quite true.

Although some users in my development are back up and running I know of at least one other user with exactly the same symptoms as me - i.e. the connection has been dead since the planned maintenance.

He is on a fixed IP (as am I) - this was the problem around 6 weeks ago when we suffered speed degradation.

It does appear to be a common denominator - take a fixed IP for £5 per month and suffer regular speed issues and total loss of connectivity...

Thank you, we completely understand. Rest assured that we'll check what caused this and make sure to prevent it from happening again.

for the record, my connection came back up around 4pm yesterday - some tweaking at HO got it back up and running.

My connection is still down, multiple reboots and playing with my router and nothing. Cannot even ping the gateway from the router...

Just emailed customer service and had no response yet... but I rely on this for work and various other things.