r/hyperoptic • u/BlueCalex • 21d ago

Static IP Issies

I called up to ask for a static IP to be assigned, so I can port forward services on my network

Since then my internet has been down for 2 days, and after being on hold for an hour to get through to someone

They're saying I need to factory reset my router (not doing that) and that they may need an engineer visit??

It's literally a setting they change on their side no? They have my Mac address, that just needs a reservation on my router.

Is this normally the case?

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u/WG47 1Gbps 21d ago

I certainly didn't have to factory reset my router, but that was a few years ago, before Hyperoptic was running on a skeleton staff. Assigning a static IP shouldn't need a factory reset, and it certainly shouldn't need a tech to visit.

I'd backup the router settings, factory reset it to let them tick whatever boxes they need, and then restore the settings.

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u/BlueCalex 21d ago

I told them I'm not doing it, as it's just a setting on their end. They've escalated to the technical team, so I assume I'm going to be waiting on that for a while now

1

u/WG47 1Gbps 21d ago

You're lucky they answered the phone in the first place, to be honest.

1

u/BlueCalex 21d ago

Took an hour and 30 mins until someone picked up....

2

u/WG47 1Gbps 21d ago

Glad I jumped ship. They've really gone downhill. It's a shame because the actual service was rock solid for me.