Hyperoptic disaster

I have switched to Hyperoptic FTTH from Virgin two months ago. Since the beginning I have experiencing frequent dropouts that make the connection barely usable. Their router does not respond to ping so I was unable to use the Thinkbroadband monitor. I have documented the dropouts by running a Speedtest every 5 minutes and showing that a substantial number of instances (roughly 40% over an hour) abort. The result is the same whether I am connected via ethernet to the router supplied by Hyperoptic or directly to the socket.

I have submitted a ticket with the file with the output of the test to Hyperoptic and got just an acknowledgement. I have called their customer service who told me that the issue would be addressed within 48 business hours. After these elapsed, I called again customer service again who told me that they would escalate the issue and get back to me the following day. They did not. I called again the following day and was told that the issue would be escalated even further and they would contact me the following day. Again nothing. I asked to cancel and was told I could not because the cooling off period had expired.

I will involve the ombudsman but in the meantime I plan to suspend payments.

In reply to a post by Pippo123456:

I have switched to Hyperoptic FTTH from Virgin two months ago. Since the beginning I have experiencing frequent dropouts that make the connection barely usable. Their router does not respond to ping so I was unable to use the Thinkbroadband monitor. I have documented the dropouts by running a Speedtest every 5 minutes and showing that a substantial number of instances (roughly 40% over an hour) abort. The result is the same whether I am connected via ethernet to the router supplied by Hyperoptic or directly to the socket.

I have submitted a ticket with the file with the output of the test to Hyperoptic and got just an acknowledgement. I have called their customer service who told me that the issue would be addressed within 48 business hours. After these elapsed, I called again customer service again who told me that they would escalate the issue and get back to me the following day. They did not. I called again the following day and was told that the issue would be escalated even further and they would contact me the following day. Again nothing. I asked to cancel and was told I could not because the cooling off period had expired.

I will involve the ombudsman but in the meantime I plan to suspend payments.

I'm fairly sure you can enable it.. check firewall/security for WAN Ping.. for BQM.

seb

Do not suspend payments, that would be a breach of your contract and can adversely affect your credit rating.

In reply to a post by Pippo123456:

I plan to suspend payments.

You will end up bad credit file against you and this will stay on your record for 6 years! So, beware of it. Don't suspend payments.

In reply to a post by seb:

In reply to a post by Pippo123456:

I have switched to Hyperoptic FTTH from Virgin two months ago. Since the beginning I have experiencing frequent dropouts that make the connection barely usable. Their router does not respond to ping so I was unable to use the Thinkbroadband monitor. I have documented the dropouts by running a Speedtest every 5 minutes and showing that a substantial number of instances (roughly 40% over an hour) abort. The result is the same whether I am connected via ethernet to the router supplied by Hyperoptic or directly to the socket.

I have submitted a ticket with the file with the output of the test to Hyperoptic and got just an acknowledgement. I have called their customer service who told me that the issue would be addressed within 48 business hours. After these elapsed, I called again customer service again who told me that they would escalate the issue and get back to me the following day. They did not. I called again the following day and was told that the issue would be escalated even further and they would contact me the following day. Again nothing. I asked to cancel and was told I could not because the cooling off period had expired.

I will involve the ombudsman but in the meantime I plan to suspend payments.

I'm fairly sure you can enable it.. check firewall/security for WAN Ping.. for BQM.

seb

There's a thread on the saga to date...

https://forums.thinkbroadband.com/bqm/f/4776399-cann...

In reply to a post by Pheasant:

There's a thread on the saga to date...
https://forums.thinkbroadband.com/bqm/f/4776399-cann...

Oh thanks. Didn't see that yet.

Sebaatien.

You can use f8lure.mouselike.org - Reverse Test (beta: for those behind CGNAT with outbound access only).

See thread linked above. Already in place...

Try emailing the CEO directly to escalate. Not a normal situation tbh.

Just to be clear, can you ping other IPs (eg 1.1.1.1 etc) while this dropout is going on?

Concerning testing: It looks as if both inward pings from (Thinkbroadband and f8lure) and outward to (f8lure) test sites are being blocked. Both inward (e.g. from my 5G phone) and outward pings (e.g. to 1.1.1.1 or google.com) work fine.

In general: Connection dropouts are happening systematically unless my router is connected via VPN, in which case the connection is rock solid. At last, a Hyperoptic is scheduled to come tomorrow.

In reply to a post by Pippo123456:

I have switched to Hyperoptic FTTH from Virgin two months ago. Since the beginning I have experiencing frequent dropouts that make the connection barely usable. Their router does not respond to ping so I was unable to use the Thinkbroadband monitor. I have documented the dropouts by running a Speedtest every 5 minutes and showing that a substantial number of instances (roughly 40% over an hour) abort. The result is the same whether I am connected via ethernet to the router supplied by Hyperoptic or directly to the socket.

A speed test every five minutes ......... why!

In reply to a post by Pippo123456:

I have submitted a ticket with the file with the output of the test to Hyperoptic and got just an acknowledgement. I have called their customer service who told me that the issue would be addressed within 48 business hours. After these elapsed, I called again customer service again who told me that they would escalate the issue and get back to me the following day. They did not. I called again the following day and was told that the issue would be escalated even further and they would contact me the following day. Again nothing. I asked to cancel and was told I could not because the cooling off period had expired.

Have you actually reported it as a fault ?

In reply to a post by Pippo123456:

I will involve the ombudsman but in the meantime I plan to suspend payments.

The ombudsman; will recieve from hyperoptic, this - "the user has not submitted any faults that address his compliant"

We had a user have a issue like this before, spent ages recording everything, but not registering a fault.

please go thru the proper channels ..........

The linked picture from Obkio Network monitoring tells you what is going on. This after HO having assigned me a different static address in a different block.

The connection is:
1. Unifi UCG router having LAN subnet 192.168.0.X and connected directly to the ONT
2. Openwrt Raspberry router running Wireguard into a VPN accessing the internet via the UCG; i.e. LAN 192.168.1.X and WAN 192.168.0.254. All machines on subnet 192.168.1.X of the Openwrt router connect via the VPN.

The top two panels are for a wired connection directly to the UCG router on subnet 192.168.0.X. The bottom two panels for a wired connection via the Openwrt router on subnet 192.168.1.X. Nothing changes if I use the Hyperoptic router into the ONT instead of the UCG.

You can see the kind of dropouts I experience without the VPN...Mind boggling.

Edited by Pippo123456 (Fri 30-May-25 10:09:50)