*** Official Hyperoptic Discussion Thread ***

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~cw said:
My block of flats is small, only 6 flats, one of which is permanently unoccupied, and the uplink to the building is only (presumably) one gigabit symmetric over fibre into a Huawei switch (definitely fibre but I'm not pulling the SFP to find out :cry:) which then has copper ports for each flat. Other places will differ.
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Yeah the bandwidth required for 6 vs 20 flats is completely different obviously :p

~cw said:
In contrast, on my new place's gigabit FTTP, thanks to the 'joys' of PPPoE my new Ubiquiti UDM Pro can't even achieve gigabit downstream due to well-acknowledged problems with PPPoE on gigabit lines. This is not going away any time soon for all FTTP delivered using Openreach infrastructure, so if you can get Hyperoptic don't delay on ordering as they don't use PPPoE. The uplink on Openreach is only 115 Mbit/sec unless you pay hundreds per month, the network is intentionally oversold with less bandwidth to premises and every equivalent package is much more expensive.
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Not that I rate PPPoE, but that's a Ubiquiti firmware problem to resolve lol. Other router manufacturers can manage 1Gb no problem...

Also, of course Openreach oversell to the consumer market for broadband just like every other wholesale ISP does, that's what leased lines are for! It's not economically viable to supply every customer with their own dedicated pipe (hence leased lines).
 
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Sparx said:
Yeah the bandwidth required for 6 vs 20 flats is completely different obviously :p



Not that I rate PPPoE, but that's a Ubiquiti firmware problem to resolve lol. Other router manufacturers can manage 1Gb no problem...

Also, of course Openreach oversell to the consumer market for broadband just like every other wholesale ISP does, that's what leased lines are for! It's not economically viable to supply every customer with their own dedicated pipe (hence leased lines).
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Unfortunately the PPPoE issue is apparently a legacy thing due to a poor BSD/kernel implementation which has now propagated through the industry. Not just a Ubiquiti issue. The PPPoE wrapping appears to be done on a single thread/core which starts to have performance issues once you're pushing over 500/600 hundred megs a second.

Amusingly it seems the reason some particular hardware doesn't have this problem is that the manufacturers have implemented their own closed source hacks or offloads. I don't relish the prospect of having to put an opnsense box in front of the UDM just to effectively media convert but that appears to be the best solution at the moment! I think it's nuts that ISPs are still relying on PPPoE.
 
WJA96 said:
I‘m confused as to what you mean by snooping? As far as I’m aware all UK ISPs must, by law, record internet activity between endpoints so they will log which IP addresses you contact or attempt to contact and some other data but I don’t think they actively ‘snoop‘ ie. they don’t have someone monitoring TCP/IP packets looking for something you shouldn’t be doing. Some of them definitely have filters for illegal material but then the argument is you shouldn’t really be trying to look at illegal material etc.
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Hey mate how's it going?

It's the latter. Hyperoptic doesn't filter anything and care about your activities but virgin does for example.
 
PPPoE is fine, you can have baby jumbo frames so there's no overhead in terms of your throughput and most* platforms can still do a decent throughput with it. I think PPPoE is still used so that ISPs can float you between different gateways while also keeping things like your static IP allocation intact, and there's obviously going to be an element of legacy integration with billing and usage accounting platforms from the ADSL days.

At least it's not a Virgin Media Business GRE tunnel.
 
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~cw said:
You will however want to budget for an extra fiver a month for a static IPv4 address otherwise you're CG-NATted which isn't great. You do get a /56 IPv6 application for free.
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Appreciate everyone's use case is different, but as a "regular" user I've had no issues using a dynamic IP. Everything works as expected.
 
The problem is not really that it's a dynamic IP, the problem is that it's CGNAT. There's no way to have a public IP without buying a static one.
 
~cw said:
Unfortunately the PPPoE issue is apparently a legacy thing due to a poor BSD/kernel implementation which has now propagated through the industry. Not just a Ubiquiti issue. The PPPoE wrapping appears to be done on a single thread/core which starts to have performance issues once you're pushing over 500/600 hundred megs a second.

Amusingly it seems the reason some particular hardware doesn't have this problem is that the manufacturers have implemented their own closed source hacks or offloads. I don't relish the prospect of having to put an opnsense box in front of the UDM just to effectively media convert but that appears to be the best solution at the moment! I think it's nuts that ISPs are still relying on PPPoE.
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You couldn’t make it up. Chris Buechler binned the old UniFi software and then carried over big chunks of it including the PPPoE library. It was supposed to be ground-up rewrite but I guess timelines slipped and/or someone got lazy. It would certainly explain why there are no new features.
 
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Caged said:
The problem is not really that it's a dynamic IP, the problem is that it's CGNAT. There's no way to have a public IP without buying a static one.
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I know, was just clarifying that it's not necessary to pay the extra for it if you've no actual requirement for it. Everything I use works okay as-is.

On an unrelated note, just in case anyone has thought about buying OEM Nokia Beacons off eBay etc to use with the Hyperoptic Nokia router for mesh networking, don't bother; they appear to have configured the router to block them from registering, presumably so you have to pay £7 a month for their branded one.
 
~cw said:
Definitely good. I'm sad to be leaving their service because I'm moving, BT FTTP is nowhere as good. Been a satisfied Hyperoptic gigabit symmetric customer for a few years. Having 'proper' access via ethernet, instead of PPPoE, has significant benefits to the performance of network equipment. You can obviously bring your own router if you wish. You will however want to budget for an extra fiver a month for a static IPv4 address otherwise you're CG-NATted which isn't great. You do get a /56 IPv6 application for free.

If you're signing up, and not via some special deal through topcashback/Quidco or HUKD, be sure to get the referral details for another customer and provide them when you sign up, I think the scheme is still running so you'll both get a credit on account.
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Sorry can I ask a "daft" question - do I need a static IPv4 address?
 
chrismscotland said:
I don't have one currently (with Sky) however I do have dynamic IP setup (via noip.com) so I can VPN back into my UnRaid Server and Desktop PC. I assume if I had a static IP I wouldn't need the dynamic IP service?
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Right, so you don't actually need a static IP as you can use noip.com but Hyperoptic use CGNAT so you go out to the internet through the same gateway as a bunch of other customers. To get around that you need to pay Hyperoptic for a static IP which will remove the CGNAT.

So the answer is no, but also yes. In short, if you want to use port forwarding then you can't use CGNAT so you'll need the static IP. It isn't the dynamic nature of the IP that's the issue, it's CGNAT.

But yes, if you have a static IP then you don't need to use noip.com.
 
WJA96 said:
You couldn’t make it up. Chris Buechler binned the old UniFi software and then carried over big chunks of it including the PPPoE library. It was supposed to be ground-up rewrite but I guess timelines slipped and/or someone got lazy. It would certainly explain why there are no new features.
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So much of the Unifi backstory I'm not aware of :cry: I'm a bit of a newcomer to their ecosystem, thought I'd dip my toe and see what it's like - some frustrations, some very nicely implemented features far easier to configure (read: set up in a cuddly web GUI) than on Cisco or Mikrotik, but then some really stupid things like this, which really shouldn't be a thing in 2022 but hey I guess what do I know.

Re static IP needed or not - I would opt for it, simply because it eliminates any of the potential issues CG-NAT presents, and from a convenience standpoint (being able to host things from home or connect back in from anywhere online). It also removes you from the dirty swimming pool of other CG-NAT customers. ;-) Enjoy getting a static IP on a block previously operated by another ISP, some web sites still think I'm in Latvia!

It's a bit of a stinker having to pay a fiver a month, but perhaps talk to customer services and see if they might be able to discount your package a little bit if you're coming up for renewal.
 
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Well HyperOptic has been a bit of a nightmare.

Finally got a call about 4 weeks ago to say that the service had gone live in the building and did I want to order, hell yes - got install booked for about 3 days later.

Hyperoptic engineer came in, drilled a hole to get the fibre into the flat and then happily routed the cable into my office where he could install the Router and ONT onto the wall for me out of the way.
He noticed that there was no link though and suggested there was either no power to the fibre kit in the building or potentially a cable fault. He told me that once the "Link" LED was lit up on the ONT that all he would need to do is get it activated.

Next day the fibre repair team turned up, checked the fibre and confirmed all was ok but for some reason it hadn't been patched in properly on our floor so would need done before my service would work.

A couple of days later there was some work on and I noticed that the "Link" light had been lit so I called to advise them, Customer Service basically refusing to do anything because there's a note/job open saying "work/kit is needed" so I left it a few weeks.

Heard nothing, called the original engineer who confirmed that the link to my flat is working and just needs activated but like me he can't get it done as the system is showing that there's an issue because a job has been raised but not fixed/closed although at this point it seems that there's probably kit missing in one of the other comms rooms in the building and not mine (there's a comms cabinet/switch cabinet on each floor)

So a month later and its still not working, I'm paying Sky way more than I should be as I didn't renew my contract as I've been waiting for HyperOptic so I'm getting a bit fed up with them!!
 
A quick public note to their twitter mentioning this may spur them into action, sounds like classic left hand/right hand. Or if you've already paid them money, ring them, ask to file a complaint and lodge a request for compensation under their Automatic Compensation Policy (https://www.hyperoptic.com/legal/post/automatic-compensation-policy/) - did they provide a written activation date? If so it's fairly open and shut. That might also spur them into action.
 
Their customer service has unfortunately deteriorated considerably recently, I had a ticket open with them recently for two months that was a fairly simple question about using Nokia Beacons with their Nokia router, nobody ever got back to me. Many similar stories on their Reddit page too of people not getting responses or being told things will be actioned that aren't.

Shame because the service itself is excellent and they're very good at notifying you ahead of scheduled works which may cause downtime.
 
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Well suffice to say, very unhappy with HyperOptic although mainly their comms and general handling of the situation.

Had the kit in the flat (ONT/Router) installed in the first week of November and never managed to get it activated, it sounds like the fibre was never properly tested at all after their contractor told them they had completed the install into the block.

HyperOptic have now cancelled the order (all of the orders for the block actually) and told us that they they have to change the node that supplies the building and there's no timeframe for this.

I did get compensation out of the (c£250) for the delay but properly annoyed with them, having spent a lot of time working with fibre firms (OpenReach & Virgin mainly) getting fibre circuits installed into office premises I know it can take an age for anything external to be fixed.

All a bit of a shambles to be honest, I had also got them to honour their £25 p/m Black Friday deal (for 1GB), I expect that's gone now as well when they eventually get back in touch to try and get orders onces its fixed.
 
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moving into my newbuild next week (house)

developer has ties with hyperoptic for their (premium developments) to have FTTP which this development is one of. have ordered the hyperoptic, hoping i dont have any issues like the guys above.
 
joelk2 said:
moving into my newbuild next week (house)

developer has ties with hyperoptic for their (premium developments) to have FTTP which this development is one of. have ordered the hyperoptic, hoping i dont have any issues like the guys above.
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what issues?

Ive been with them since day 1 and never ever had any issues
 
I’ve been a Hyperoptic customer maybe 5 weeks now and I’ve noticed especially late at night around 9-12pm that online gaming is unplayable, I get severe packet loss in csgo. Now what’s odd is if I do a ping test to bbc I get no packet loss, however my thinkbroadband monitor does show my line has packet loss. Download/upload speed unaffected, anyone else having this issue
 
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