Activation Issues

Hi guys. I’ve moved into a new build property on the 8th March 2024 which had hyperoptic preinstalled. I haven’t had internet since moving in as Open Reach cabling wasn’t complete when we moved in.

Finally around 2 weeks ago this was completed and an open reach engineer installed the white fibre optic converter box inside our home. Hyperoptic engineers also came out this week to do their installation and my next door neighbour has since registered with hyperoptic and has had internet with no issues. I even went round to my neighbours to see this for my self.

I called hyperoptic and registered for a new package but was told the service can’t be activated as they’re still doing work in the area. Baffled I explained that my neighbour next door has hyperoptic, using internet and that the engineers came this week. Hyperoptic customer service can see no record of this whatsoever.

I power on the router and hyperoptic wall socket. From what i’ve read online everything seems to be working fine but I just can’t get internet? Is it because hyperoptic systems haven’t been updated? I made sure that setup mirrored my neighbours so that everything was in the right place.

I really don’t know what is going on. I work from home so I’m having to use my mobile hotspot and not had internet since March. Nobody seems to know what the issue is so I’m hoping you guys can help?