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Standard User Milhouse
(member) Tue 02-Feb-21 21:21:31
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Sub 9Mbps download speeds at the moment, ISP wide


[link to this post]
 
All my neighbours are reporting the same 1-9Mbps download speeds (upload speeds are fine).

Testing with http://speed.hyperoptic.com/

https://i.imgur.com/LJSKwV4.png

Multiple similar reports on Twitter to @HyperopticCS, so it looks to be an ISP-wide issue.

https://twitter.com/WrightPaisley/status/13567071653...
https://twitter.com/lanxilot/status/1356703484998004739
https://twitter.com/mikeblakeney/status/135670034087...
https://twitter.com/Luxurycjbcandl1/status/135666717...
https://twitter.com/cityblue2001/status/135670976054...

It seems to have been going on for several hours so far - it may have started earlier this afternoon although it doesn't look like Hyperoptic CS were aware of any network-wide problem until very recently (which is not good, what kind of monitoring do they have?)

https://twitter.com/willlowther/status/1356710015025...
ISP Representative Hyperoptic_CS
(isp) Wed 03-Feb-21 09:22:38
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Re: Sub 9Mbps download speeds at the moment, ISP wide


[re: Milhouse] [link to this post]
 
Hello there! We were definitely aware of the outage incident that happened yesterday. So we can confirm that it was an area-wide issue impacting multiple users and we sincerely apologize for the inconvenience. It didn't result in complete connection loss but in issues with speeds, which means that it was a system rather than a physical problem. We have it reported as fully resolved by now. Thank you very much for your patience while we were working on this and if you're still experiencing any issues, don't hesitate to let us know!

Customer Support
www.hyperoptic.com

Prefer to talk to the team? Call Customer Support on 0333 332 1111 or email to [email protected]
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Milhouse
(member) Wed 03-Feb-21 15:51:49
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Re: Sub 9Mbps download speeds at the moment, ISP wide


[re: Hyperoptic_CS] [link to this post]
 
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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ISP Representative Hyperoptic_CS
(isp) Fri 05-Feb-21 10:50:17
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Re: Sub 9Mbps download speeds at the moment, ISP wide


[re: Milhouse] [link to this post]
 
Thank you once more for your patience while we were resolving this. We completely understand, and we truly appreciate your feedback. We will use it wisely, and we would like to let you know that we are already working on improvements that will increase customers' satisfaction.

We sincerely apologize for the inconvenience that this has caused, and we'll work even more to make this better.

Customer Support
www.hyperoptic.com

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