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)