Any chance of a reply from @Hyperoptic_CS ?

So far the email to Hyperoptic Support has not got us any where and is only causing confusion as Hyperoptic Support replied stating they would have to share the information (IP addresses, etc.) with their colleagues then Hyperoptic Support followed it up with another email asking if we (ie. Acrobits) still needed any more help. Which was weird. And confusing, because so far Hyperoptic Support haven't been of any help.

It would be great if we could connect with someone from Hyperoptic support that understands their SIP server configuration and can explain why it is actively blocking registrations from non-Hyperoptic IP addresses.

I can't say I ever expect you to get this one working - Hyperoptic provide voice service to what is probably a minority of their customers, they aren't a hosted voice provider and it seems sensible to lock their SIP infrastructure away so that only customers connected to their network can use it.

Why should it matter whether I'm connected to their network or not, so long as I'm their customer?

Perhaps Hyperoptic should make it clear that their VoIP service is only for use on their network, ie. from your home address, and that unlike "normal" VoIP services the Hyperoptic VoIP is completely useless on mobile devices and/or away from your home.

There was a time when Hyperoptic posted to twitter about how to use their VoIP service on your mobile phone (although whatever pages it linked to are now gone). Maybe they had a change of heart.

But yeah, I'm not expecting to make much progress on this and will most likely port out at some point. I was a Hyperoptic Champion at one stage, so this whole experience has been pretty disappointing so far.

Edited by deleted (Wed 02-Jun-21 16:49:02)

I dont know if you have seen this on twitter from them https://twitter.com/jsmithjnr/status/680035614851489792 ? According to that they say its not possible unless you set up a vpn.

In reply to a post by iannewson:

I dont know if you have seen this on twitter from them https://twitter.com/jsmithjnr/status/680035614851489792 ? According to that they say its not possible unless you set up a vpn.

I'd seen the original tweet but somehow missed the VPN discussion. Regardless, even a VPN isn't enough these days, at least for mobile VoIP access, as apps like Acrobits work best (ie. most efficient battery usage) when using push notifications (which are apparently becoming mandatory on iOS, with other methods deprecated) and it's the push notifications that are not working because Hyperoptic don't allow registrations from outside their network (ie. not from the Acrobits SIPIS server).

So even if you're on the Hyperoptic network, you can't receive a VoIP call on a mobile device using Acrobits unless you use the soon to be deprecated non-push notification method which means maintaining a constant registration connection to the SIP server (and chewing through your mobile battery in no time).

Did I break @Hyperoptic_CS?

Is nobody from Hyperoptic able to comment on their excessively restrictive SIP configuration?

The level of support (here, online chat and email) has been very disappointing.

Too hard basket.

Take the (relatively small £) one time hit and port the number to an indy SIP provider and use Acrobits to seamlessly take the inbound calls. If you choose something like sipgate basic there is no ongoing/monthly sub charge for hosting the number and no call forwarding costs if you use Acrobits as your mobile softphone solution.

Future flexibility is assured as you decoupled your voice from your ISP, so if you move house or change broadband provider etc in future it’s seamless.

Edit: you’ll also have 2 landline numbers!

Edited by Pheasant (Sun 06-Jun-21 11:54:56)

What's really disappointing is the radio silence from [email protected]

I totally understand that Hyperoptic CS here on this forum has its limits, limits that have clearly been reached, but I would have expected a comprehensive reply from the official support email address after almost 4 weeks of waiting.

So far, there's been nothing from [email protected] other than one or 2 nonsensical scripted replies which yet again indicate Hyperoptic don't even understand the fundamental question being asked, which is more than a little worrying.

All in all, the response from Hyperoptic has not been any where close to good enough.

So this saga has finally reached a conclusion with the Hyperoptic support ticket closed after 2 months with the the only suggestion being "Try a static IP address to see if that helps" (despite me already having a static IP address).

Apparently multiple departments within Hyperoptic were involved in the conversation regarding the ticket over the last 2 months, but unfortunately - at least judging by the "use a static IP address" suggestion - none of them actually understood the problem or question being asked. This has been the fundamental issue from day #1 with Hyperoptic support.

At no point have Hyperoptic acknowledged let alone accepted that they are blocking SIP registrations from non-Hyperoptic IP addresses, or given any justification for doing so. Hyperoptic firmly believe the problem is with everyone else's connection despite multiple attempts to prove to them that their configuration is the problem.

This has been a total let down, and I'm very disappointed with Hyperoptic.

Anyway, I've wasted far too much time dealing with Hyperoptic who have been utterly hopeless and unhelpful every step of the way. I totally understand that their VoIP service is just a side line for their main business, but they don't seem to have any ability to support SIP/VoIP beyond the most basic queries (to which the answer will be, "You can have a static IP address for £5 a month").

Porting my landline number out to a competent VoIP provider is my next step - I'd much rather give my cash to someone else than continue funding a business that doesn't know what they are doing.

For VOIP suppliers, iIf you want good support I would suggest using Voipfone. Sipgate are cheaper as there is no monthly charge.