Yes, the problem appears to be resolved now, thanks!
However I do have issues with how it was handled as Hyperoptic should be more transparent about problems in future and save your customers a lot of grief as they'd then know it wasn't just them, they'd know you were aware of the problem (and dealing with it), and know whether or not you still needed more information from affected customers (such as location etc.).
The way @HyperopticCS on Twitter (unfortunately the go-to site, because the Hyperoptic "Live Status" page on the hyperoptic.com web site is of no use whatsoever) were dealing with the issue it was as though each customer reporting the same issue was reporting a never before heard of problem and they were asking customers to DM details "so it could be investigated". If you were doing that to determine the location of the fault then you could have simply asked people to tweet their location where they were experiencing massive performance loss, or explained to everyone why you needed people to DM their details rather than look like you were completely ignorant and unaware of the core problem.
I tried a live chat with Hyperoptic last night (about 21:00) and the waiting queue to get through to a CS rep was at 45 when I joined the queue, no doubt due to all the affected customers trying to get through to you and report the exact same problem. You could have saved everyone a lot of wasted time by putting a clear and obvious message on the hyperoptic.com web site informing customers of the current problem (or create a useful/accurate/informative Live Status page, because the current one is not useful, or accurate).
What I'm saying is, I think you handled this major service problem pretty poorly from a communication point of view, and in future could/should do a lot better and save both yourselves and your customers a lot of time and wasted effort.
Edited by Milhouse (Wed 03-Feb-21 19:53:21)
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Milhouse
