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Hyperoptic Down: What's Causing the April 2025 Outage?
As of April 24, 2025, Hyperoptic, a UK-based fibre broadband provider, is facing a major internet outage that has left thousands of customers without service. Reports of connectivity issues began surfacing around 7:00 AM BST, with a surge in complaints from residents across London, Bristol, Leeds, and other metropolitan areas.
Nature of the Issue: DNS Failures Identified
Hyperoptic has officially acknowledged the problem via its X (formerly Twitter) account. The company confirmed they’re experiencing technical issues in several regions and are working actively to fix them.
“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.” – @Hyperoptic
Initial findings suggest the problem stems from a Domain Name System (DNS) error. This means while the network infrastructure might be intact, your devices may not be able to reach websites unless DNS settings are altered manually.
Which Areas Are Most Affected?
Outage reports are widespread, with the following cities and postal areas hit hardest:
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London (SE1, N7, E17, SW9)
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Bristol
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Leeds (LS9)
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Watford (WD17)
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Cambridge (CB1)
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Ipswich (IP14)
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Peterborough (PE26)
Some users have also found Hyperoptic’s own service status page unreachable, complicating efforts to confirm outages.
Troubleshooting: How to Fix Hyperoptic Internet Issues Temporarily
If you're one of the affected users, there are a few steps you can try to temporarily restore access:
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Update DNS Settings:
Switch to Google DNS (8.8.8.8 / 8.8.4.4) or Quad9 (9.9.9.9) in your network settings. This can bypass the faulty DNS routes. -
Restart Your Router:
Unplug the router for at least 30 seconds, then plug it back in to reset your connection. -
Monitor Social Media for Live Updates:
Follow Hyperoptic on X (Twitter) for real-time notices. -
Contact Support:
If nothing works, reach out to Hyperoptic Customer Service directly via phone or their chat support (when available).
Will You Be Compensated for the Outage?
Yes. Hyperoptic follows Ofcom's automatic compensation scheme. If your broadband remains down for more than two full working days after reporting it, you are entitled to £9.98 per day in compensation until it's fixed.
To claim this, ensure you've formally reported the issue via their support channels.
Customer Reactions: Frustration Builds Online
Many customers took to Reddit, Downdetector, and X to vent their concerns, citing:
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“No service in N7 despite the status showing green.”
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“Hyperoptic website is broken too—can’t even check my service.”
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“I switched to Google DNS and now it’s partially working.”
What’s Next?
The Hyperoptic team continues working to resolve the situation, though no specific ETA has been shared yet. In the meantime, users are advised to remain patient, try the DNS workaround, and monitor official channels for recovery updates.
