What happens to my Hive device if I lose my internet connection? Will I still be able to control my heating and hot water?

In the unlikely event that you lose your Hyperoptic internet connection, essential services such as your heating will still work. You just won’t be able to remote control them until your connection is restored.

If you have no internet connection, here’s how to regain control of your heating and hot water. You might want to write these down or print them off for safe-keeping:

How to check your Hive thermostat

1. Press any button on your thermostat to activate it.

2. If the target temperature can be adjusted directly on the thermostat, your heating system is still functioning.

3. Continue manual operation until connectivity is restored.

How manually override your Hive Receiver

1. Even if your thermostat is unable to control room temperature/hot water directly, the manual override button on your Hive Receiver will be able to provide on/off control.

2. Locate your Hive Receiver, usually positioned near your boiler or hot water tank.

3. Identify the button configuration:

   • Single-button models: Used for combi boilers, or;

   • Two-button models: Used for system/conventional boilers with separate hot water control.

4. Press the button to toggle heating or hot water on/off. A status light above the button confirms activation.

The same general approach is valid for all devices of this nature, but customers are encouraged to reach out to the manufacturer if problems persist.

External links and contacts:

• Google Nest

• Hive

Step 1: Plug the power cable from the AC – DC power supply for the Hyperhub router into the “IN”  socket of the battery back-up unit (BBU).

Step 2: Use the short cable supplied with the back-up unit (BBU) and connect one end to the “OUT” socket of the BBU and plug the other end of the cable into the input power socket of your Hyperhub router.

Step 3: Switch on the BBU by pressing the power button on the BBU.

Step 4: Turn your Hyperhub router and the BBU on by plugging the AC-DC power supply included with the Hyperhub router into your mains electricity socket and turn the power on.

For more information, if you battery back-up unit (BBU) looks like the below, you’ll find your guide here.

If your BBU looks like the below, you’ll find your guide here

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Alternatively, if your BBU looks like the below, you’ll find your guide here. 

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.

Each Hyperoptic Hyperhub router comes with free parental control options. These include URL filtering, device management and usage limitations, depending on your specific needs. 

To enable the parental control settings on your Hyperhub router, simply select the relevant router guide below and head to the ‘Parental control’ section:

• Zyxel EX3301
• Zyxel EX5601
• Nokia
• ZTE-H298A
• ZTE-H298N
• ZTE H3600
• Tilgin

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

Due to the shortage of IPv4 addresses, we use Carrier Grade Nat (CGN) which allows for more efficient use of our IPv4 address range. 

There are some applications that may be affected by this, including online gaming, VPNs, P2P applications and hosting at home. Port forwarding can help with this. In order for port forwarding to work, you’ll need a static IPv4 address instead of CGN, which can be purchased for £5 a month by reaching out to us through My Account support request.

If you already have a static IP, please check our handy port forwarding guides, which also include information on how to put your devices in a demilitarized zone (DMZ), below:

• Zyxel EX3301
• Zyxel EX5601
• Nokia
• ZTE-H298A
• ZTE-H298N
• ZTE H3600
• Tilgin

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

If you run your own e-mail server, you may need a reverse DNS (rDNS) or PTR record set up so your outgoing emails can get delivered.

In order for reverse DNS to work, first you’ll need a static IPv4 address which can be purchased for £5 a month. If you are interested in this, the quickest way to reach us is through My Account support request.

If you already have a static IP, you’ll just need to provide us with the domain or sub-domain you use for your mail (e.g. mail.example.com).

We can set it up for your free of charge, however, please be aware this is not the part of our core services and is done at our discretion.

You are only 5 simple steps away from connecting your Apple devices to your superfast Hyperoptic broadband service.

1. Select the Settings icon on your device’s main screen
2. Select wifi, and make sure that wifi is in the ON position
3. Select you Hyperoptic wireless network from the list
4. Enter your wireless network password (remember, passwords are case sensitive)
5. Tap Join. You are now connected to your Hyperoptic broadband

Tip: To maximise your network speed, limit the number of devices that are connected by simply selecting ‘Aeroplane Mode’ when the device is not in use.

For further support with you Apple devices, please visit www.apple.co.uk

We’re dedicated to giving you the best experience possible and if we let you down, we always do our best to put things right.  

As part of our commitment you, we’re part of Ofcom’s voluntary Automatic Compensation Scheme, which means you can receive compensation from us when things don’t go to plan.  

Here’s how it works:  

Delayed activation  

If we’re unable to get your service active on the agreed activation date (set out in the email we sent you) between 1 April 2025 and 31 March 2026 we’ll give you £6.24 bill credit for the missed activation and an additional £6.24 credit for every day until we get you connected.

Service outages  

If you lose service completely, please let us know as soon as you can. If we’re unable to get you back online within 2 working days of you reporting the outage to us, from 1 April 2025 to 31 March 2026 we’ll give you £9.98 bill credit for each following day after the initial 2 working days you’re without service for any outages that you weren’t notified about by us in advance.

Missed appointments   

If our engineer doesn’t show up for your appointment to provide you with or to repair our broadband service, or you’ve been given less than 24 hours’ notice of any change or cancellation, between 1 April 2025 to 31 March 2026 we’ll give you £31.19 bill credit.

Please note that all compensation mentioned above is subject to our Automatic Compensation Policy.  Please read it for further details.

If you have any questions, the quickest way to reach us is through My Account support request. Alternatively, you can call us on 0333 332 1105.

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.

In order to optimise your wifi performance, you can use one of the integrated apps on your iMac or MacBook called ‘wifi Diagnostics’ to identify the best channel for you to use locally.  The app allows you to perform a wifi scan that shows all channels available, and 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 wifi.

For more information on how to change the wireless channel on a ZTE Hyperhub router, please visit Change the wireless channel.

For more information on how to change the wireless channel on a Tilgin Hyperhub router, please visit Change the wireless channel.

For further support with your Apple devices, including how to further optimise your speed, please visit www.apple.co.uk

If you find that your connection has gone down, don’t panic! There are a few things you can do to troubleshoot the issue.

These include:

• Checking that all the cables are connected the way they should be and that your router is fully plugged into the power mains
• Replacing the cables or swapping the ends which are connected to the Hyperhub router, wall socket, device etc.
• Checking that Wi-Fi is enabled by pressing the WLAN button on your Hyperhub router
• Rebooting the router
• Perfoming a factory reset on the router (please bear in mind, this will wipe any personalised settings you may have saved)
• Getting in touch with us

For more info on how to troubleshoot your connection, please read “Fixing no internet connection”.

A static IP address is a fixed IP address assigned to a device (for example, a laptop) or a network. Unlike dynamic IP addresses, which can change each time a device connects to the network, a static IP address remains fixed. Static IP addresses are important for services where stability and consistency of the network address are crucial.

Having the same IP address can help prevent downtime and connection issues, improving reliability.

It can also make managing services that require a stable IP much easier and simplify remote access to ensure a consistent connection.

Hyperoptic includes one static IP address as standard across all our Business Broadband packages, with the option to purchase more if needed.

For our residential customers, we also offer a static IP add-on for just £5 a month.