Hyperoptic, a UK-based broadband provider, experienced a major outage affecting thousands of customers following a severe storm. The outage, lasting for an extended period, raised concerns about the company's resilience and customer support.
UK broadband provider Hyperoptic has experienced a significant outage, leaving numerous customers disconnected after a storm, described as 'probably the strongest storm' to hit the UK in at least ten years according to the Met Office, caused a power outage in the region. While power was quickly restored, connectivity remained an issue for many Hyperoptic customers. According to a customer report: 'I spoke to an engineer and their UPS appears to be fried now, with the input meter reading 0.
' Uninterruptible power supplies (UPS) are standard equipment in data centers, often supplemented by generators to ensure continuous operation during power failures. It's reasonable to expect a broadband provider like Hyperoptic to have robust redundancy and support contracts in place to prevent extended service disruptions.Hyperoptic seemingly had to wait until the weekend concluded for its UPS supplier to address the problem. While contacted for confirmation, the company only acknowledged our request but remained silent on further details. Given the critical nature of the system, a response time for a UPS issue should be measured in minutes or hours, not days. As of last night, affected customers had been offline for four days. However, a customer informed us: 'Their compensation requirements only kick in after two working days, not actual days, of outage.' Hyperoptic, which launched the UK's first residential 1 Gb broadband service in London back in 2011, proudly advertises offering only full-fiber broadband. This signifies a fiber-to-the-premises or fiber-to-the-building connection rather than a service that terminates at the street cabinet and relies on legacy copper cables for the remaining distance. It also boasts an average download and upload speed of 900 Mbps, assuming the service is operational. We reached out to Hyperoptic to inquire about the prolonged outage and how compensation would be handled. However, beyond a promise from the head of brand and communications that 'Hyperoptic would come back to you shortly,' we have not received any further updates. A recorded message on the customer support line this morning stated that services to Bishopton, a Renfrewshire village about 4 miles (6.5 km) northwest of Glasgow Airport, were impacted
Hyperoptic Broadband Outage Storm Connectivity Customer Support Data Centers UPS Full-Fiber Broadband
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