Issues since moving to Hyperoptic

Hello All

Hopefully someone can help as Hyperoptic support is not very helpuful so far
1GB package


Since moving to hyperoptic whatsapp video call have been very poor, video pixel issues, freezing, camera not showing from poor connection, I also get the message poor connection move to a better location even though I am close the access point (wifi 6) etc..


I use my own equipment, I was using it before on virgin and no issues at all
TL-R605
EAP610
EAP245

I also tested Hyperoptic equipment given and I get the same issues (by passing all my equipment)

the odd thing, it works fine on Windows 11 computers and iPhone.

issue seems to affect Android devices only which makes it even more odd.

if I use whatsapp on 4G/5G (no issues at all)
If I use a VPN app on my phone it works perfectly (no issues at all)


Troubleshhting done below so far:

I changed wifi channels and enable UPNP but no change.

Help please

anyone at all?

this sub seems dead. doesn't sound like a hyperoptic issue though. maybe try a tech support thread (general) on reddit? shuold be lots of people on there

The only thing that springs to mind, is that Hyperoptic support IPv6 and Virgin doesn’t.

Is your Android phone picking up an IPv6 address?

This shouldn’t cause an issue, but if it is the cause, it could be used to help Hyperoptic resolve the issue for you.

Late reply I know (sorry!).

I had exactly the same problem - poor whatsapp video quality over the hyperoptic connection, same package. Workarounds that fixed it were: (1) use a vpn; or (2) pay for a static IP. Both stopped the issue. Perhaps something CGNAT related?

Hello all

Tested static IP and it worked but I feel frustrated having to pay £5 a month as I don't really need a static so I cancelled but then the issue came back again, they kept saying the issue was on my side despite telling them it was fine on static or VPN so I gave up.

However after 6 months of having hyperopic, the issue has resolved itself, so as of today it's all good.

Wouldn't be able to tell you why though sorry.

In reply to a post by stevenfrenchy:

Wouldn't be able to tell you why though sorry.

Beginning to look like the CGNAT translator has been a bottleneck.

Maybe its possible but only hyperopic would be able to tell.

100% was a hyperopic issue, also I had no issues with any other app, Google meet was perfect too.

Then maybe they are prioritising traffic by port no for CGNAT. The distinguishing features of the problem are your cameras and CGNAT.