How to troubleshoot Hyperoptic internet speed issues

Before you begin troubleshooting the performance of your Hyperoptic internet connection, we recommend that you run a Hyperoptic Internet Speed Test to benchmark your current broadband speed.

Also confirm the guaranteed minimum download speed you have subscribed to from Hyperoptic.

You can get this info by checking your Hyperoptic broadband bill, your Hyperoptic contract or by contacting Hyperoptic.

Common causes of Hyperoptic’s slow internet speed

Is it your Hyperoptic internet connection that is slow or is it your device (laptop/smartphone/PC)?

You may need to check how many apps are currently running on your device.

The performance issue may be due to the over-utilisation of your system resources i.e Memory/CPU Processor and as opposed to an issue with Hyperoptic’s broadband connection.

If you are on a laptop then you may use the task manager to see your Processor and RAM utilisation.

On other device, you should try rebooting the device which hopefully should shutdown all programs that may have been using up system resources.

Run the Hyperoptic Speed checker on your personal computer and your mobile to check how the results differ between the 2 devices.

Hopefully this should give you more info to work with in terms of if the issue is with your device or the Hyperoptic internet connection.

• What does the Hyperoptic download and upload speed mean?
• Who’s the best Broadband Service Provider in the UK?
• 5 methods to speed up your Hyperoptic Internet speed
• DNS tip to speed up internet browsing speed on Hyperoptic

Is the wireless network the cause of the performance issue?

The cause of the performance issue may be your wireless network and not the Hyperoptic broadband internet connection.

You can rule out the Wifi by connecting your computer directly to the Hyperoptic broadband router using an ethernet cable and run the Hyperoptic Speed test again.

If the speed test result is better when you’re connected via an ethernet cable, this proves that the problem may be with the wireless.

A number of things to check:

• Are the WiFi channels that you are using for your wireless network network (SSID) overlapping with your neighbours?
• Is the Wifi network signal from the internet router obstructed?
• Does your speed improve when you’re stood right infront of the Hyperoptic broadband router?

Exactly who’s connected to my Wi-Fi network?

Have you checked that your Wi-Fi network password has not been compromised? Do you have an un-secured wireless network? How secure is your Wi-Fi network password? It may be time to change it.

Others could be using your Wi-Fi network and using up all the Hyperoptic bandwidth by downloading, uploading or even streaming music or videos over your Hyperoptic broadband connection! Worse than that, they may be conducting illegal activities over your Hyperoptic broadband connection.

There are 3 apps that you can potentially use to scan your Wifi network to see who is connected:

• Windows users can use Wireless network watcher
• IOS users can use whoFi (who is on my Wifi)
• Wireless troubleshooting application WiFi Analyzer

The above software scan your Wi-Fi network and display a list of the connected devices.

• How to see who’s on your Hyperoptic wireless network

Do I need a Wifi network booster for my Hyperoptic broadband?

You may find that there are Wi-Fi black holes at your house, a wireless extender aka a wireless Booster may be the best fix to strengthen your Wi-Fi signal to cover any coverage holes.

• Cheapest Wireless Signal Boosters

The wireless booster picks up your existing Wi-Fi network signal just as it is starting to become weaker and re-transmits the wireless signal to extend it’s reach.

Place the wireless network booster near the position where your Wifi network signal from the Hyperoptic broadband router is starting to become weaker.

Position it approximately where your wireless signal drops down to less than two bars. Walk around your home with a smartphone to find where this is.

When was the last time you upgraded the Hyperoptic internet router?

The Hyperoptic and broadband infrastructure, in general, are frequently updated to support new features and improve reliability as technology evolves.  Ensure that the Hyperoptic internet router is running the most up to date software.

The majority of Hyperoptic broadband routers will allow you to perform the software upgrade by logging into the Hyperoptic broadband router and simply clicking a button to perform the upgrade.

If you cannot do this, get in touch with Hyperoptic and they will be able to perform the upgrade for you or talk you through performing the upgrade yourself.

In addition to updating the software, if you have had the same hardware for a long period, it may be worth talking to Hyperoptic to request for a router upgrade.

Is the fault outside your property (at the exchange)?

This is probably the most likely cause for Hyperoptic broadband performance problems in your area and it’s more common with internet broadband connections that are delivered through phone lines.

If you’re not sure if this is relevant in your case, contact Hyperoptic who should be able to conduct the appropriate line checks to check if there is a fault on the Hyperoptic broadband line.

Is the performance issue because of Hyperoptic broadband congestion?

If you’re finding that the Hyperoptic internet connection speed in your area is slow during certain periods e.g over weekends or during the evening, it may be because of congestion during peak times.

• What’s Broadband Contention Ratio and does Hyperoptic have contention?

You should speak to Hyperoptic to find out your minimum speed.

Re-testing your Hyperoptic internet connection

After the problem has been fixed either by yourself or Hyperoptic, retest the internet connection using  at least two separate Speedtests to ensure the problem is resolved:

• • How to the ookla internet broadband speed checker to test your Hyperoptic broadband
  • Test your Hyperoptic broadband speed using Ookla Offical Speed Test
  • Test your Hyperoptic broadbandspeed using fast.com speed test
  • Check My Broadband Speed Checker Hyperoptic broadband speed checker
  • • 0845UK Broadband Speed Checker and troubleshooting