I've been with Hyperoptic for years and have recommended them to many people which is why I now feel a sense of guilt. There have been a few occasions where the service has gone down unexpectedly and that's totally fine, no service always works perfectly and whenever I've called the people have been polite and helpful, and the issue was resolved quickly. On the last occasion however ther service went down due to a battery failing (the backup didn't kick in/hasn't been replaced) which led to over half a day without service when it is something that could easily have been prevented, and most recently, on Christmas day itself the service went down. It was the first time in 2 years my family have been together due to the pandemic, and I'd been planning to host virtual parties and movie sessions and games with extended family who couldn't be here due to the rules. When the connection went down I immediately called customer service and don't think I've ever spoken to a more apathetic person. They couldn't have cared less, explained they had no information, advised I'd get an update via text (9 hours later, still no update), advised there was no ETA and I'd just have to wait. All my of Christmas plans came to a halt, I've had no update from Hyperoptic, I can see from twitter someone else's account has gone down hundreds of miles away, and I'm currently calling (40 mins on hold) to try and find out what's going on. Hyperoptic used to be the #1 service I'd recommend, but in increasingly uncertain times (working from home, relying on an internet connection to host parties or catch ups) you need reliability more than just speed and I don't think Hyperoptic focus too much on the latter. Unfortunately I'd recommend people look elsewhere; Hyperoptic are just getting worse. I still don't know why the service went down, and is **still** down, but it ruined my Christmas plans which had been two years in the making and the customer service couldn't care less. Avoid.