Broadband speeds explained

Yes. We monitor our network closely, and will consider upgrading to match the online demands of your building – and every resident will enjoy unlimited usage too. At Hyperoptic, we don’t believe in monthly caps or other traffic control, subject to acceptable usage.

Please read our Acceptable Usage Policy for more information.

The average (median) upload and download speeds advertised for each of our packages are based on what is achievable for at least 50% of our network users, nationally, on this package, at peak time (between 8pm and 10pm), using a wired connection. The average (median) speeds at peak time in your particular area may be different. Please note that the speed you experience will also depend on your distance from the router/wireless access point, usage and equipment.

If you have any questions, the quickest way to reach us is through My Account support request.

No. We don’t restrict the flow of our online traffic. However, your usage is subject to our Acceptable Usage Policy.

If you have any questions, the quickest way to reach us is through My Account support request.

For the fastest possible speeds, we always recommend a wired connection using an Ethernet cable between the Hyperhub router and your device. This is because there is no interference on a wired connection.

Wireless signals, on the other hand, are affected by distance and by interference from other devices in the vicinity – such as cordless phones, baby monitors and wireless AV equipment (even in neighbouring properties).

If you want to check and optimize your speeds, check How to improve internet speed article for our step-by-step guide.

The average (median) upload and download speeds advertised for each of our packages are based on what is achievable for at least 50% of our network users, nationally, on this package, at peak time (between 8pm and 10pm), using a wired connection. The average (median) speeds at peak time in your particular area may be different. Please note that the speed you experience will also depend on your distance from the router/wireless access point, usage and equipment.

If you have any questions, the quickest way to reach us is through My Account support request.

You can test your broadband speed by going to speed.hyperoptic.com

You’ll be able to test Upload vs Download Speeds via the link above.

Please be aware that we have noticed that certain antivirus and firewall software can impact the speeds you experience, as can the amount of free memory available on your computer.

Before you begin, please disconnect all the devices from LAN ports and wifi, and leave only one device which you will use during speed test. PC is the recommended device to use (laptop), but if it isn’t available, mobile/tablet will be fine. Please close all other applications (email etc.). Reboot your device. Turn your Hyperhub router off and on again. During the speed test, you should also try and monitor your CPU/memory/HDD usage – if the usage is high, this may indicate that your device is not capable of processing the maximum speeds available.

Speed test over wired connection (LAN cable)

Connect PC Ethernet port and LAN port on Hyperoptic router with LAN cable.
Open Internet browser on your PC (recommended: Edge, Mozilla Firefox, Opera) and do not open any other application on your PC during the speed test.

Speed test over wireless connection

Find your Hyperoptic wireless network and connect to it (we recommend the 5GHz frequency).
Please keep your device close to your Hyperhub router when doing the speed test (maximum 2 metre distance) for the best signal level.
Open an internet browser on your PC (recommended: Edge, Mozilla Firefox, Opera), and do not open any other application on your PC during the speed test.
Once the internet browser is active, you can use the address bar to type: speed.hyperoptic.com

The speed test page will open. Run the speed test and write down the results.

Do you need help with optimizing your speeds?

The average (median) upload and download speeds advertised for each of our packages are based on what is achievable for at least 50% of our network users, nationally, on this package, at peak time (between 8pm and 10pm), using a wired connection. The average (median) speeds at peak time in your particular area may be different. Please note that the speed you experience will also depend on your distance from the router/wireless access point, usage and equipment.

If you have any questions, the quickest way to reach us is through My Account support request.

Firstly, please check you are testing your speeds correctly and bear in mind that actual speeds are often slower when using a wireless connection.

With a fibre connection, many of the speed problems that would affect fibre-and-copper connections won’t apply to you. If you do experience speed issues, there are a few steps you can take:

If you’re connecting via a wire:

Before you begin, please disconnect all your devices from LAN ports and Wi-Fi, and leave only one device which you will use during the speed test. A PC (or laptop) is the recommended device to use connected via a wire to obtain optimal results. Older computers and some devices may be unable to process Hyperoptic’s hyperfast speeds, so if you’re seeing slower speeds than expected, try a newer device and re-test. Please be aware, we’ve noticed certain antivirus and firewall software can impact the speeds you experience, as can the amount of free memory available on your computer.

Testing your speed:

1. Connect PC Ethernet port and LAN port on Hyperoptic router with LAN cable
2. Open Internet browser on your PC (recommended: Edge, Mozilla Firefox, Opera) and navigate to speed.hyperoptic.com
3. Run the test with all other applications turned off on your device

If the speeds are not what you expected, here are additional steps you can take before trying another test:

1. Reboot your device
2. Reboot your router
3. Connect to your Hyperhub router using a different Ethernet cable or try using a different LAN port
4. If possible, verify the speed issues are not related to your computer/device by testing a different computer/device with the connection
5. Check via Task Manager if your CPU usage is high if on PC/Laptop as it can cause lower speeds due to load
6. Close any unwanted apps on your device and leave it with only the browser to do the speed test

If you’re connecting via Wi-Fi:

Hyperoptic can’t guarantee the wireless speeds your device will achieve, as there are many factors that can influence this. This is why, for the best possible speed and stability, we always recommend you connect via a wire.

Wireless signals are affected by distance from router (and any walls or doors in between) and by interference from other devices in the vicinity – such as other Wi-Fi routers, microwave ovens, fluorescent lamps, Bluetooth devices, wireless cameras, wireless game controllers, cordless phones, baby monitors, wireless AV equipment and even fish tanks. This is because each Wi-Fi device connects to a wireless channel and, when other devices use the same channel, it can influence the quality of your connections. Please be aware, we have noticed that certain antivirus and firewall software can impact the speeds you experience, as can the amount of free memory available on your computer.

If you are experiencing Wi-Fi interference, you can change the individual wireless channel within that band, in order to find one with fewer conflicting devices.

Before you begin, please disconnect all the devices from LAN ports and Wi-Fi, and leave only one device which you will use during speed test. Please close all other applications (emails, background apps). PC(Laptop) is the recommended device to use, but if it isn’t available, mobile/tablet will be fine.

1. Search for your Wi-Fi network via your device and connect
2. Navigate via your browser to speed.hyperoptic.com
3. Run the test with all other applications turned off

If the speeds are not what you expected, here are additional steps you can do before you try another test:

1. Reboot your device
2. Reboot your router
3. Verify the speed issues are not related to your computer/device by testing a different computer/device with the Wi-Fi
4. Move to a different location as Wi-Fi can be unpredictable, test next to the router. You can find ways on options to relocate the router here: How do I move my router from my utility cupboard?
5. Try changing the channels on your Wi-Fi networks, see how here Changing the wireless channel on your router
6. Check via Task Manager if your CPU usage is high if on PC/Laptop as it can cause lower speeds due to load
7. Close any unwanted apps on your device and leave it with only the browser to do the speed test

If your property covers a large area or you’d like to increase your Wi-Fi coverage, you can supercharge your Hyperoptic connection with Total Wi-Fi, our mesh Wi-Fi service, which gives you the ultimate speed and reliability – in every room. Find out more about Total Wi-Fi.

The average (median) upload and download speeds advertised for each of our packages are based on what is achievable for at least 50% of our network users, nationally, on this package, at peak time (between 8pm and 10pm), using a wired connection. The average (median) speeds at peak time in your particular area may be different. Please note that the speed you experience will also depend on your distance from the router/wireless access point, usage and equipment

Read our guide on improving internet speeds.

If you have any questions, the quickest way to reach us is through My Account support request.

Our dual-band Hyperhub routers offer 2 wireless frequencies, 2.4 Ghz and 5 Ghz. Which band is best for you will depend on your distance from the Hyperhub and the layout of your property.

If you’re using our Nokia, Zyxel or ZTE H3600 Hyperhub routers, your band will be automatically selected to give you the best speeds possible. If you want to split the 2.4Ghz and 5Ghz frequencies on your Nokia or ZTE H3600 Hyperhub router to connect to a specific one, click here to learn how to do it. Please note, this is not recommended if you have a Zyxel Hyperhub router.

If you’re using Tilgin or ZTE H298A Hyperhub routers, you’ll see a separate Wi-Fi network (SSID) for each band when you view available networks on your device. We recommend trying your devices on both bands to find the best speeds for you.

5 Ghz will generally have less interference, and it is likely that 5 Ghz will offer the fastest Wi-Fi speeds if you are in close range of the Hyperhub and there are no walls or barriers in the way, whilst 2.4 Ghz may be better if you are more than a few metres away from the Hyperhub.

If you have any questions, the quickest way to reach us is through My Account support request.

On our ZTE H3600 and Nokia Hyperhub routers, our dual-band Wi-Fi frequencies are joined into one singular network. This is due to the routers having band-steering capabilities which will automatically choose the best frequency for your device based on its distance from the router.

This creates additional stability and enables devices to move between frequencies for the best possible connection.

However, due to various environmental factors (including devices themselves) this can sometimes cause issues on the network.

Our experienced technical support team has found great results in separating the frequencies on our dual-band routers to tackle connectivity and speed issues.

Below, you’ll find how to do this yourself in order to possibly improveme your speed if you’ve been experiencing issues.

ZTE H3600

Make sure you are connected to the Hyperoptic network, and follow the steps:

1. Enter “192.168.1.1” into your web browser
2. Enter your Login credentials (these are displayed on the back of your router)
3. Go to Local Network on the top & click on ‘WLAN Setting’ on the bottom left of the screen.
4. Click on the ‘WLAN SSID Configuration’ drop-down arrow to open up the dialogue box.
5. You will see a total of 8 SSIDs for the 2.4Ghz or 5Ghz band – select your enabled band. (SSID1 & SSID5 default)
6. In the ‘Name’ section, proceed to add a simple suffix to your 2.4GHz & 5GHz SSID existing names to effectively separate them -> Example: ‘Hyperoptic Fibre 6A00 2.4GHz’ & ‘Hyperoptic Fibre 6A00 5GHz’
7. Click ‘Apply’ after modifying each separately
8. Once you have changed the information above, you will need to reconnect any devices previously connected to your wireless network to the newly separated network.

Nokia 

Make sure you are connected to Hyperoptic connection, and follow the steps:

1. Type 192.168.1.1 into your browser and the log in screen will appear.
2. In the Username field, type “admin”. In the Password field, type the unique password as it appears on the sticker on the back of your router, under “Router login pass”, then login.
3. Once you have entered your login credentials, select Network in the left-hand menu, and then click on either Wireless (2.4GHz) or Wireless (5GHz).
4. Under SSID Configuration you will see SSID Name, proceed to add a simple suffix to your 2.4GHz & 5GHz SSID existing names to effectively separate them -> Example: ‘CC2D Hyperoptic Fibre Broadband 2.4GHz’ & ‘CC2D Hyperoptic Fibre Broadband 5GHz’
5. Remember to save your changes on the bottom of the page after you make changes to both Wireless 2.4GHz & Wireless 5GHz
6. Once you have changed the information above, you will need to reconnect any devices previously connected to your wireless network to the newly separated network.

Hyperoptic can’t guarantee the wireless speeds your device will achieve, as there are many factors that can influence this (see Wired connection vs. Wi-Fi).

The most common limitation on wireless speed is interference from other wireless devices in your area. Each wireless device connects to a wireless channel (or ‘band’), and if other devices are using the same channel, this can influence the quality of your connection.

You can change the wireless channel that you connect to by logging in to the Hyperhub router. If you can find a less used channel, this often will have a positive effect on the speeds. If you are having problems with wireless interference and want to try changing the wireless channel, you will need to know which Hyperhub router you are using.

Changing the wireless channel on the Zyxel EX3301 Hyperhub router

1. Type 192.168.1.1 into your browser and the login screen will appear. You can find your login credentials on the back of the router.

2. Once you have entered your login credentials, go to the upper right corner and click on the dropdown menu, then navigate to ‘Network Setting>Wireless’

3. On that page you will be able to see a section called ‘Wireless Network Setup’ under which we have ‘Channel’

4. Proceed with changing the channel as per your wish based on the band selected above, make sure to click Apply on the bottom of the page when complete.

For more information, check the Zyxel EX3301 router manual.

Changing the wireless channel on the Zyxel EX5601 Hyperhub router

1. Type 192.168.1.1 into your browser and the login screen will appear. You can find your login credentials on the back of the router.

2. Once you have entered your login credentials, go to the upper right corner and click on the dropdown menu, then navigate to ‘Network Setting>Wireless’

3. On that page you will be able to see a section called ‘Wireless Network Setup’ under which we have ‘Channel’

4. Proceed with changing the channel as per your wish based on the band selected above, make sure to click Apply on the bottom of the page when complete.

For more information, check the Zyxel EX5601 router manual.

Changing the wireless channel on the Nokia Hyperhub router

Make sure you are connected to the Hyperoptic network, and follow these steps:

1. Type 192.168.1.1 into your browser and the log in screen will appear.

2. In the Username field, type “admin”. In the Password field, type the unique password as it appears on the sticker on the back of your router, under “Router login pass”, then login.

3. Once you have entered your login credentials, select Network in the left-hand menu, and then click on either Wireless (2.4GHz) or Wireless (5GHz).

4. As a rule, on 2.4Gh, 1, 6, and 11 are the best channels to try. On 5Ghz, you can try any channel. Repeat the process for the second band (either 2.4 or 5GHz).

5. Remember to save your changes on the bottom of the page

6. Once you have changed the information above, you may need to reconnect any devices that were previously connected to your wireless network by entering the new credentials.

For more information, check the Nokia router manual.

Changing the wireless channel on the ZTE H3600 Hyperhub router

Make sure you are connected to the Hyperoptic network, and follow these steps:

1. Type 192.168.1.1 into your browser and the log in screen will appear.

2. Enter your Login credentials (these are displayed on the back of your router)

3. Go to Local Network on the top and click on ‘WLAN Setting’ on the bottom left of the screen.

4. Click on the ‘WLAN Global Configuration’ drop-down arrow to open up the dialogue box.

5. You will see 2 boxes for the 2.4Ghz or 5Ghz band – select your band.

6. Select the drop-down arrow next to ‘Channel’

7. Choose a channel from the drop-down menu. As a rule, on 2.4Gh, 1, 6, and 11 are the best channels to try. On 5Ghz, you can try any channel. Repeat the process for the second band (either 2.4 or 5GHz).

8. Click ‘Apply’

For more information, check the ZTE H3600 router manual.

Changing the wireless channel on the ZTE H298A Hyperhub router

Make sure you’re connected to Hyperoptic broadband, and follow these steps:

1. Enter “192.168.1.1” into your web browser

2. Enter the username and password printed on the back of your Hyperhub (note: this is not the same one as for Wi-Fi SSID)

3. Click on ‘WLAN Setting’ on the bottom left of the screen.

4. Click on the ‘WLAN Global Configuration’ drop-down arrow to open up the dialogue box.

5. You will see 2 boxes for the 2.4Ghz or 5Ghz band – select your band.

6. Select the drop-down arrow next to ‘Channel’

7. Choose a channel from the drop-down menu. As a rule, on 2.4 Ghz, 1, 6 and 11 are the best channels to try. On 5Ghz any channel should be ok to try.

8. Click ‘Apply’

For more information, check the ZTE H298A router manual.

Changing the wireless channel on the ZTE H298N Hyperhub router

Make sure you are connected to Hyperoptic connection, and follow the steps below:

1. Enter “192.168.1.1” into your web browser

2. Enter your Login credentials (these are displayed on the back of your router)

3. Select ‘Network’

4. Select ‘Basic’

5. On the main page select the drop down next to ‘Channel’

6. Choose a channel from the dropdown list – as a rule 6 and 11 are the better channels to try.

7. Select ‘Submit’

For more information, check the ZTE H298N router manual.

Changing the wireless channel on the Tilgin HG2381

1. Enter “192.168.1.1” into your web browser.

2. Enter the username and password printed on the back of your Hyperhub, written under ‘WebUI password’. Please note, this is not the same one as for Wi-Fi SSID.

3. Click on ‘Wireless’ at the top of the screen.

4. Click on ‘Setup’ in the PHY menu.

5. You will see 2 boxes for the 2.4Ghz or 5Ghz band – select your preferred band.

6. Select ‘Manual’ in the Channel menu and choose your primary channel (from the drop-down list. As a rule, on 2.4Gh, 1, 6, and 11 are the best channels to try. On 5Ghz, you can try any channel. Repeat the previous steps for the other band if you plan to use this also.

7. Click ‘Apply’. This will store the configuration until the router is turned off. To have your router remember the configuration after being turned off, click ‘Save Settings’ in the top right of the screen.

For more information, check the Tilgin HG2381 router manual.

In order to optimise your Wi-Fi performance, you can use one of the integrated apps on your iMac or MacBook called ‘Wireless Diagnostics’ to identify the best channel for you to use locally. The app allows you to perform a Wi-Fi scan that shows all channels available, allows you to identify a channel that is not currently in use, or one that is less congested.

It is then easy to configure your router, to optimise the performance of your Wi-Fi.

For more information on how to troubleshoot speeds, please visit I’m experiencing slow speeds. What should I do?

For more information on how to change the wireless channel on your router, please visit Changing the wireless channel on your router.

If you’ve moved into a new build home with Hyperoptic already installed, your router will likely be set up in a utility cupboard. This is because, in most cases, it’s where your patch panel can be found and is often the best place for the router.

If you’d like to move it, however, this can be done easily. Here’s how:

1. Switch off the router, take the ethernet cable out of the WAN port and unplug it from the power supply
2. Take the end of the ethernet cable (the one you just unplugged from the router) and plug it into the relevant LAN port on the patch panel (there should be a port for each room that has an internal socket, which looks similar to the Hyperoptic wall socket)
3. Move the router into one of the rooms that has an internal socket and use the spare ethernet cable to connect the router’s WAN socket to it.
4. Switch the router on

If the router lights don’t come on after a few minutes, try changing the port in the utility cupboard.

If you’d like to connect another device via an ethernet socket outside the cupboard, you can do this by leaving the router connected to the Hyperoptic socket via the WAN port.

Then plug another ethernet cable between one of the LAN ports on the back of the router and the patch panel port. The matching socket you are looking to activate should be ready for use.

Please remember that the Hyperhub router remains the property of Hyperoptic, so please take good care of it during your time with us.

Find out the best places to put your router

If you have any questions, the quickest way to reach us is through My Account support request.

A wired connection is typically more reliable and can deliver faster speeds compared to wireless connection, especially on our 150Mb, 500Mb and 1Gb fibre broadband. You can have up to four wired devices.  Once you have set up your router, follow these steps below:

1. Not all devices can have a wired connection. Check that your device has an Ethernet port before continuing.
2. Plug the network cable (either the yellow cable provided or your own) into any of the yellow LAN port at the back of the Hyperhub. Plug the other end to your device’s Ethernet port. You won’t need to select the network or enter a password.

Troubleshooting:

1. WLAN light is not ‘on’

Press the WLAN button on the back of your Hyperhub.

2. WAN and/or Internet light is not ‘on’

Restart your router by pressing the ON/OFF button at the back of the router once to turn OFF and a second time to turn ON. It should take less than 1 minute to reboot. Make sure that the red connector of the supplied Ethernet cable is plugged into the router’s red WAN port and the other end into the Hyperoptic wall socket.

If you have any questions, the quickest way to reach us is through My Account support request.

1. Find your wireless network (Wi-Fi). Go to your network settings and search for available wireless networks on your device.

2. Select your wireless network name (SSID). You’ll find the name of your wireless network (SSID) on the sticker on the back of your Hyperhub.

3. Enter your password, also found on the back of your Hyperhub.

4. Check you’ve connected by opening a web browser and visiting a website.

Can’t find the wireless network?

Your wireless network name (SSID) and password can be found on the back of your Hyperhub router, unless you’ve logged into the router and changed it. If you have made changes, you’ll need to select the wireless network name and enter the password you changed it to. If you have forgotten these credentials, you can find help here Forgotten your Wi-Fi name and password.

Which band should I be using?

Our dual-band Hyperhub routers offer 2 wireless frequencies, 2.4 Ghz and 5 Ghz. Which band is best for you will depend on your distance from the Hyperhub and the layout of your property.

If you’re using our Nokia, Zyxel or ZTE H3600 Hyperhub routers, your band will be automatically selected to give you the best speeds possible. If you want to split the 2.4Ghz and 5Ghz frequencies on your Nokia or ZTE H3600 Hyperhub router to connect to a specific one, click here to learn how to do it. Please note, this is not recommended if you have a Zyxel Hyperhub router.

If you’re using Tilgin or ZTE H298A Hyperhub routers, you’ll see a separate Wi-Fi network (SSID) for each band when you view available networks on your device. We recommend trying your devices on both bands to find the best speeds for you.

5 Ghz will generally have less interference, and it is likely that 5 Ghz will offer the fastest Wi-Fi speeds if you are in close range of the Hyperhub and there are no walls or barriers in the way, whilst 2.4 Ghz may be better if you are more than a few metres away from the Hyperhub.

If you have any questions, the quickest way to reach us is through My Account support request.

The number of devices you can connect is dependent on the kind of router you’re using. Our Hyperhub routers can support four wired devices and 32 wireless devices on a 2.4Ghz frequency, as well as 32 wireless devices on a 5Ghz frequency. You can further extend the number of wired connections by purchasing additional equipment.

Do you need help with your router? 

If you have any questions, the quickest way to reach us is through My Account support request.