Need help with Hyperoptic? Whether it’s a billing query, technical support or cancelling your broadband, here’s everything you need - plus how to switch to a better deal.
Hyperoptic contact details
| Phone number | 0333 332 1111 (Monday to Friday, 9am–6pm) |
|---|---|
| Online support request | via Hyperoptic ‘My Account’ |
| Live chat | via the Hyperoptic website |
| Postal address | Hyperoptic Ltd., 174 Hammersmith Road, London, W6 7JP |
Technical support and complaints
Tech Support
Head to the Technical Support & Live Service Checker if you’re experiencing problems with your internet service, routers or phone line. You can follow the instructions for troubleshooting common issues.
We also recommend you check the service status to make sure there are no known issues or outages.
Still stuck? Call the support team on 0333 332 1111.
Complaining to Hyperoptic
- Email: [email protected] (acknowledged within 48 hours, response in 10 working days)
If Hyperoptic can’t resolve your complaint within a period of 8 weeks, you’ll receive a deadlock letter. You will then need to escalate your complaint to the Communications Ombudsman.
Communications Ombudsman telephone: 0330 440 1614
Communications Ombudsman email: [email protected]
Receiving compensation
Hyperoptic is signed up to Ofcom’s voluntary code of practice for automatic compensation. This means you will be owed compensation when things go wrong:
| Delayed repairs to your internet connection | £10.34 per day |
| Missed appointments | £32.31 each |
| Delayed start of service | £6.46 per day |
How to cancel Hyperoptic broadband
Phone: 020 8137 4333
If you’re no longer tied into a contract, cancelling Hyperoptic is simple.
Switching to a new service provider is the easiest option. Find a new broadband deal to move to using Broadband Genie’s postcode checker. Click the ‘Get Deal’ button and complete the checkout.
After confirmation, your new provider will get in touch with Hyperoptic to cancel.
Whether you’re switching or cancelling outright, Hyperoptic requires 30 days’ notice for cancellation, including monthly rolling packages and its social tariff.
Early Termination Fees
If you’re still in contract, you’ll need to pay a fee to leave early. This will be the amount left to pay on your minimum agreement (minus costs Hyperoptic saves for no longer having to provide repairs and maintenance).
Moving home with Hyperoptic
If you cancel your Hyperoptic broadband before your contract term is over, you might be charged an early termination fee.
Where is Hyperoptic available?
If you're moving, you may find you can't take your Hyperoptic broadband package with you. It's currently only available in London a few other locations (including Sheffield, Newcastle, Birmingham, and Nottingham).
What happens if it’s not available at your new address?
If Hyperoptic can't provide services at your new address, you'll have to pay a service termination fee. This will depend on the amount of time left on your contract.
For more help, you can get in touch with Hyperoptic's customer service team on 0333 332 1138, or email [email protected].
Thinking of cancelling? Compare fibre deals in your area, find out if there are other full fibre providers offering broadband speeds as fast as Hyperoptic and compare prices, using Broadband Genie’s deals checker:
Check what other broadband providers offer - some cover your cancellation fees with switching credits.
Returning your Hyperoptic router
Your Hyperhub Wi-Fi router and any hotspot device you have remains the property of Hyperoptic. If you terminate your contract, you’ll be asked to return it.
Charges for non-return of devices:
- Hyperhub - £70
- Hotspot device - £170
You can request a pre-paid return label by submitting a ticket on your My Account support page.
Once received, post the equipment to:
Returns Hyperoptic Ltd.
Unipart Logistics
Cowley Distribution Centre (Hyperoptic Bay 6)
Garsington Road
Cowley
Oxford
OX4 2PG
FAQs
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How do I contact Hyperoptic customer service?
Call 0333 332 1111 or get in touch via Live Chat or raising a support request.
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How do I cancel Hyperoptic broadband?
Switch to another ISP using One-Touch Switch or phone 020 8137 4333.
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Does Hyperoptic charge cancellation fees?
Yes. This is typically the remaining charge left to pay on your contract, minus some costs deducted by Hyperoptic.
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Can I keep my Hyperoptic router?
No. You will need to return your router if you cancel your Hyperoptic broadband service. Failure to do so will result in a fine.
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What’s the notice period for leaving Hyperoptic?
The cancellations notice period rquired by Hyperoptic is 30 days.