Thousands of customers of UK internet service provider Hyperoptic faced significant disruptions on the morning of April 24, 2025, as the company reported a widespread outage impacting internet access across various regions. The issues began around 7 AM, with more than 1,000 users logging complaints on the outage tracking platform Downdetector shortly thereafter.
According to reports, a staggering 82% of these complaints were related to internet access problems, highlighting the scale of the disruption. Hyperoptic, which has been providing full fibre (FTTP/B) broadband services since its founding in 2011, claims to have reached over 1.73 million homes across 64 towns and cities. However, this latest outage raised questions about the reliability of their service.
In response to the growing frustration among users, Hyperoptic took to social media platform X (formerly Twitter) to address the situation. A spokesperson stated, "Hi everyone! We're currently facing service disruptions in a number of areas. Our team is on it and working hard to get everything back up and running. We'll keep you posted with any updates right here. Thanks so much for your patience and understanding!" This message was intended to reassure customers that the company was actively working to resolve the issues.
As the day progressed, users began reporting that some areas were restoring service. Specifically, customers in the SE1 and SN1 postal code areas indicated that their internet connections were back up and running. This was a relief to many, as the outage had left them unable to work or access essential online services.
Despite the positive updates, the situation remained tense. Many users expressed their discontent on social media, with some demanding compensation for the repeated outages. One user voiced their frustration, stating, "This is not acceptable! You are charging us an extra £10 a month; this is the third time the system is down in a month!!!! We want compensation!!!" Such sentiments echoed among others who felt that the service interruptions were becoming too frequent.
Another user shared their experience, revealing that their internet had been down since 11:50 AM on Saturday, April 19, 2025, and lamented that customer service had hung up on them, leaving them without answers. The dissatisfaction was palpable, with comments ranging from calls for better communication about service restoration to general criticism of Hyperoptic's reliability.
To assist those still experiencing issues, Hyperoptic suggested that users try changing their DNS settings or using a VPN as a temporary workaround. This advice appeared to stem from the diagnosis that the outage was related to DNS (Domain Name System) issues, which some customers managed to bypass by switching to third-party DNS providers like Google Public DNS or Quad9.
As complaints began to taper off, it seemed that the situation was gradually improving. The drop in outage reports on Downdetector indicated that many users were regaining access to their internet services, though some remained skeptical about the company's ability to prevent future disruptions.
Hyperoptic's Network Status page, which typically provides real-time updates on service status, was also reportedly down during the outage, further complicating matters for customers seeking information. Users attempting to check their service status were met with error messages, adding to the overall frustration.
While Hyperoptic has made strides in expanding its network and providing high-speed internet to many homes, this incident serves as a reminder of the challenges that can arise in the telecommunications industry. With increasing reliance on stable internet connections for work and daily life, service disruptions can have significant impacts on customers.
As the day came to a close, Hyperoptic continued to update users via social media, promising to keep them informed of any developments. The company’s commitment to transparency will be crucial in rebuilding trust with its customer base, many of whom are understandably upset over the service failures.
In conclusion, while the immediate crisis appears to be easing, the long-term implications of this outage will likely linger in the minds of users. As Hyperoptic works to restore full functionality and address customer concerns, the incident highlights the importance of reliable internet service in today’s digital age.
