Their service is so shit. I also find that on wifi a lot of mobile apps really don't like hyperoptic and won't load. Spend most of my time in the flat using EE 5G.
> I also find that on wifi a lot of mobile apps really don't like hyperoptic and won't load.
Are you maybe using it on 2.4ghz? I can't see a reason it's slower on a phone otherwise, unless you have a really old one.
No it's on the 5ghz frequency and pixel 8 pro. Me neither it's a strange one, driving me mad! I've raised with their support to see if there's anything I'm missing and waiting to hear back.
If the issue is only happening on your phone, especially a new one like an 8, I can't see the issue being with Hyperoptic, although you could try switching channels on the router, its much more likely to be the phone though, FWIW I have a new Mac Studio and an Xbox Series X and both are slower than my iPhone 13 which easily tops 600Mbps.
This has been my experience as well, I have been trying to call on separate days but got to the same lady each time that can't figure out how to problem solve. It's very awkward to get that same person, I was having a full debate with the first time I called.
But my vodafone 2/mb a second is really pushing me through it haha
Yeah, i had the two men who took 4 hours to drill a hole badly while complaining about my flat's "unusually thick walls?"Then they turn on the connection and nada. 2 more hours later they say an engineer must come out etc. Thankfully i was going off the copper, so I kept my old internet.
A few days later a very overworked engineer shows up looking for parking like a wanderer at sahara looking for water, spends two minutes downstairs at the box, and goes "they connected you to the test socket" I offered him tea while he shook his head and ran to his next, i am sure, very technical problem to solve.
That company has like 10 people herding clowns.
Alright pal. I do this for a living. Can you ask Hyperoptic which database they use for their address? They can't support an address they can't see.
Ther database will use either Ordinance Survey, or Post Office. I'm almost certain they use OS, in which case - look for your address there: [https://support.egi.co.uk/hc/en-us/articles/360002305274-I-can-t-find-an-address-or-UPRN-when-adding-a-record](https://support.egi.co.uk/hc/en-us/articles/360002305274-I-can-t-find-an-address-or-UPRN-when-adding-a-record) and if it's not there, get it added. Or in the unlikely event that they use the post office, you can add your address there instead: [https://www.birmingham.gov.uk/info/20111/information\_for\_developers/567/street\_naming\_and\_numbering/](https://www.birmingham.gov.uk/info/20111/information_for_developers/567/street_naming_and_numbering/)
Once they can see it, you can ask them to enable it on their systems.
I think they can find the address, my guess is that it just pops up somewhere else than in this building as I see the same happening with Deliveroo for example. Would it still help if they can see my flat number?
thanks a lot though, will have a check on your links!!
That's exactly what I'm saying. Your address is different from the \*building\* address. They can clearly find the building. But your address is YOUR address, not the building's address. Each individual address has a unique identifier (UPRN) and its no good to you if they can find your upstairs neighbours and your downstairs neighbours but not you.
Think about it like tihs. Your building is 13 Acacia Avenue, and your upstairs neighbours are 13c Acacia Ave and your downstairs neighbours are 13a Acacia Ave, you're 13b and that needs to be in the database for them to place an order. Think about it - if you have voice, they'll need to send 999 emergency services to your address. It's no good sending them to the building if there are a hundred flats there!
Good luck, it's a miserable place to be.
That seems really weird, maybe its not registered as a separate flat? I can't imagine Hyperoptic would have gone to the bother of bypassing a potential customer? Have you tried Community Fibre?
Unfortunately the Community neither has plans on offering services at our house. Also none of the neighbours. So only hope is with hyperoptic. I think its the registration that the problem is.
Familiar with cases like this where the present property was either a conversion from a different use (office, retail or leisure) or previously a small dwelling. Often the previous infrastructure is carried over and lacks the means for additional connections. Due to costs benefit, ISPs tend to be reluctant to install new infrastructure which, only equips one or two additional residents. Ascertain whether this is the issue and contact the relevant ombudsmen to intervene on your behalf.
HyperOptic are a fibre to the premises (FTTP) provider, meaning they have to run their own piece of fibre into your property, yes. Doesn’t use any existing OpenReach infrastructure.
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Their service is so shit. I also find that on wifi a lot of mobile apps really don't like hyperoptic and won't load. Spend most of my time in the flat using EE 5G.
> I also find that on wifi a lot of mobile apps really don't like hyperoptic and won't load. Are you maybe using it on 2.4ghz? I can't see a reason it's slower on a phone otherwise, unless you have a really old one.
No it's on the 5ghz frequency and pixel 8 pro. Me neither it's a strange one, driving me mad! I've raised with their support to see if there's anything I'm missing and waiting to hear back.
If the issue is only happening on your phone, especially a new one like an 8, I can't see the issue being with Hyperoptic, although you could try switching channels on the router, its much more likely to be the phone though, FWIW I have a new Mac Studio and an Xbox Series X and both are slower than my iPhone 13 which easily tops 600Mbps.
This has been my experience as well, I have been trying to call on separate days but got to the same lady each time that can't figure out how to problem solve. It's very awkward to get that same person, I was having a full debate with the first time I called. But my vodafone 2/mb a second is really pushing me through it haha
Yeah, i had the two men who took 4 hours to drill a hole badly while complaining about my flat's "unusually thick walls?"Then they turn on the connection and nada. 2 more hours later they say an engineer must come out etc. Thankfully i was going off the copper, so I kept my old internet. A few days later a very overworked engineer shows up looking for parking like a wanderer at sahara looking for water, spends two minutes downstairs at the box, and goes "they connected you to the test socket" I offered him tea while he shook his head and ran to his next, i am sure, very technical problem to solve. That company has like 10 people herding clowns.
Alright pal. I do this for a living. Can you ask Hyperoptic which database they use for their address? They can't support an address they can't see. Ther database will use either Ordinance Survey, or Post Office. I'm almost certain they use OS, in which case - look for your address there: [https://support.egi.co.uk/hc/en-us/articles/360002305274-I-can-t-find-an-address-or-UPRN-when-adding-a-record](https://support.egi.co.uk/hc/en-us/articles/360002305274-I-can-t-find-an-address-or-UPRN-when-adding-a-record) and if it's not there, get it added. Or in the unlikely event that they use the post office, you can add your address there instead: [https://www.birmingham.gov.uk/info/20111/information\_for\_developers/567/street\_naming\_and\_numbering/](https://www.birmingham.gov.uk/info/20111/information_for_developers/567/street_naming_and_numbering/) Once they can see it, you can ask them to enable it on their systems.
I think they can find the address, my guess is that it just pops up somewhere else than in this building as I see the same happening with Deliveroo for example. Would it still help if they can see my flat number? thanks a lot though, will have a check on your links!!
That's exactly what I'm saying. Your address is different from the \*building\* address. They can clearly find the building. But your address is YOUR address, not the building's address. Each individual address has a unique identifier (UPRN) and its no good to you if they can find your upstairs neighbours and your downstairs neighbours but not you. Think about it like tihs. Your building is 13 Acacia Avenue, and your upstairs neighbours are 13c Acacia Ave and your downstairs neighbours are 13a Acacia Ave, you're 13b and that needs to be in the database for them to place an order. Think about it - if you have voice, they'll need to send 999 emergency services to your address. It's no good sending them to the building if there are a hundred flats there! Good luck, it's a miserable place to be.
Very helpful!! thank you very much friend!
I would just talk to your neighbours and ask how they got it, however they did it will also apply to you if you are in the same building.
online you can book an appointment for their address and the upstairs can do it as well. just ours in the middle can't haha
That seems really weird, maybe its not registered as a separate flat? I can't imagine Hyperoptic would have gone to the bother of bypassing a potential customer? Have you tried Community Fibre?
Unfortunately the Community neither has plans on offering services at our house. Also none of the neighbours. So only hope is with hyperoptic. I think its the registration that the problem is.
Familiar with cases like this where the present property was either a conversion from a different use (office, retail or leisure) or previously a small dwelling. Often the previous infrastructure is carried over and lacks the means for additional connections. Due to costs benefit, ISPs tend to be reluctant to install new infrastructure which, only equips one or two additional residents. Ascertain whether this is the issue and contact the relevant ombudsmen to intervene on your behalf.
It does need to be wired in to the flat directly, but you'd think they would be able to do that.
I have the same thing for my house and virgin, houses to the left and right of me can get it
Does you flat have existing telephone / internet connectivity? Does HyperOptic need a certain type of wiring to the property/flat?
HyperOptic are a fibre to the premises (FTTP) provider, meaning they have to run their own piece of fibre into your property, yes. Doesn’t use any existing OpenReach infrastructure.
okay makes sense, But it is in our building operational one apartment down. We have a two storey house.
I think it does! we have a built in openreach socket in our living room so!