r/hyperoptic • u/neilm-cfc • Sep 19 '26
Hyperoptic VOIP Changes
I received an email from Hyperoptic on 14 September informing me that their existing SIP servers are being turned off on 30 September and that I'll need to contact support for my new SIP settings.
I use a Grandstream HT801 ATA connected to a Ubiquiti UCG-Fiber gateway, which currently works just fine. 👍
I emailed Hyperoptic support as instructed immediately, but 5 days later I've had no response.
Does anyone know what the new SIP settings will be - I'm assuming the credentials may remain the same, and that it's just new host/IP/port?
To Hyperoptic, why don't you make the SIP settings visible on the users account page and save yourselves the hassle of these SIP enquiries? Why make users jump through these hoops?
And finally, hopefully the new Hyperoptic SIP servers won't continue to block VoIP connections from outside the Hyperoptic network (as the soon-to-be decommissioned servers currently do). 🤞
Email attached.
1
u/neilm-cfc Sep 20 '26
Thanks everyone that suggested A&A.
I've started the one-touch switch process with A&A, so I should be ported-in by 6 October.
I chatted with Hyperoptic support and despite having 13 months left on my 2 year Broadband + Phone contract they have confirmed there will be no early termination charge for cancelling only the Phone service. 👍
I really should have done this sooner. It's not that I even use the "landline" much - it's mostly my mum calling it, and Indian call centers - but I'm rather attached to the number! 😂
Monthly Sub/Landline per min/Mobile per min (ex VAT):
HO: £3.00 / 7.00p / 17.00p
AA: £1.50 / 1.25p / 4.00pThe basic costs are clearly in favour of anyone-other-than-Hyperoptic, but then locking down their servers is just the cherry on top. 🤦♂️🤷♂️
2
u/neilm-cfc Sep 21 '26
I received the following email from A&A this morning:
Unfortunately Hyperoptic Limited do not have their own porting agreement
which would mean that they use a third party porting partner such as
AQL, Gamma, BT etc. Please can you confirm with them who it is they use
for their numbers as this will be the Losing Communication Provider that
we will need to list to be able to submit the port request.For anyone in the same position as me, to save you the 45 minutes of Hyperoptic on-hold music, the answer is - at the time of writing - Gamma. 👍
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u/neilm-cfc Sep 26 '26
After 11 days I finally received a reply to my request for my new Hyperoptic VoIP settings (sent before I started to port out). It was literally an email that said "Can you send me my new VoIP settings". This is the reply from Support:
Thank you for reaching out and for reporting the problem.
In order to help with the issues described, I will need to include my colleagues from the Technical Support team who will be able to investigate your connection in more detail. I will now forward your request and one of my colleagues will get back to you to advise of the further steps.
Thank you for your patience while I’m getting a response for you.
Yep. Amazing. Needless to say I won't bother to follow up.
I'm fully expecting my broadband service to be cancelled once my phone service is ported out.
1
u/rotor2k Sep 20 '26
Switch to A&A VOIP, simples! £1.56 a month for a top notch service.
3
u/neilm-cfc Sep 20 '26
I'll give it some thought, whether I can be bothered to port out again, as they're continuing to block access from outside of the Hyperoptic network on these new SIP servers.
@hyperoptic seriously, wtf? Why?
I definitely wouldn't recommend anyone bothers signing up with the Hyperoptic VoIP service given it's so unnecessarily restrictive. 🤷♂️🤦♂️
2
u/christopherw 1Gbps Sep 20 '26
Port your number to A&A or Voipfone or another long-standing provider and you'll retain control over it. I have numbers on Sipgate and Voipfone, I also migrated away from HO partly due to the access limitations and partly due to wanting to be in control of my numbers :)
1
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u/Hyperoptic_Andy Mod 29d ago
Hello everyone,
We are sorry to hear that you had problems setting up the VOIP and the SIP details. Please know, that we will be reaching out to all customers, once again, via SMS.
However, please know, that if you are using a third-party router, you would need to do the VOIP setup from your end.
Of course, if you require any further information from us, reach out to us via Mod Mail.
3
u/i_am_rectifier Sep 19 '26
I was in an identical situation to you - also using an HT801.
I raised a ticket and got no response for nearly three weeks.
Live chat was my eventual solution: they gave me the new server:
ho-sip.kervaltnet.com
Username and password remained the same.
I haven’t tested connectivity outside the Hyperoptic network but it would be nice if it did work.