Broadband deals and price plans

If you leave Hyperoptic, we won’t pay out any remaining switching credits on your account. You could also be charged a service termination fee if you leave after our 30 day trial period and before your minimum commitment period ends.

No, your Hyperoptic switching credits are non-exchangeable, non-transferable and we don’t pay them out in cash. If you leave us while switching credits are in your account, you will forfeit them.

That depends on a few things, including your package speeds, the exit fee you paid to your old provider, and your monthly charge here at Hyperoptic. You can see exactly how much you’ll get below.

You can only use your switching credits to reduce your Hyperoptic bill. You can’t use them to cover fees if you terminate your service during the minimum commitment period.

* For the purpose of this promotion, “Package Charge” means the monthly charge normally payable for any of our broadband-only, broadband plus phone or Hyperoptic Total Wi-Fi packages. It does not include any Static IP Address Fee, Battery Back-Up Unit Fee, Installation Fee, Activation Charge, fees for Additional Telephone Plans (such as our UK Mobile Plan, Anytime UK Landline Plan, or International Plan), fees for “Chargeable Calls” (i.e. calls on our telephone service that are not included in your Package Charge or Additional Telephone Plan(s)) or any other charges/fees related to our services.

If you downgrade your Hyperoptic package speeds, we may adjust your switching credits accordingly.

You’re eligible for our switching credits if:

• You’re a new Hyperoptic residential broadband customer (not a business customer).

• You signed up for one of our 150Mb to 1Gb packages with a 24-month minimum commitment period.

• You’re receiving, or were receiving at the time of your Hyperoptic order, broadband services from another provider.

Don’t forget to email us at telesalesteam@hyperoptic.com within 30 days of your broadband going live to get your credits. Please note that you can’t use any other Hyperoptic promotion in connection with this promotion, unless we’ve agreed this with you.

Offers redeemed via Affiliate websites and partners cannot be used in conjunction with this offer, unless we agree this with you.

Once you’ve placed an order for one of our hyper fast 150Mb, 500mB or 1Gb residential broadband packages (with a 24-month minimum commitment period), simply email us at telesalesteam@hyperoptic.com. You’ve got up to 30 days from when your Hyperoptic broadband goes live to claim your credits. In your email, make sure to include:

• Your Hyperoptic order number

• The final bill from your old broadband provider, including any costs you incur for switching. We also need to see your old contract’s start and end dates, which should be visible on your final bill.

We’ll review your request and apply the appropriate switching credits to your Hyperoptic account.

You have 30 days from your Hyperoptic service going live to email us your old bill. If you don’t send your details within 30 days, you won’t be able to claim your switching credits.

If you have chosen one of our Broadband & Phone packages, the phone port on your Hyperhub router will be active. Once your phone is connected to your router, you can make calls to UK national, UK mobile, premium numbers, emergency numbers and international numbers.

Our phone service is provided as a voice over broadband and, in most cases, you can use your existing handset if it has a RJ11 port and plug. Please contact Customer Support if you are concerned that your existing handset is not compatible.

Setting up your phone

Plug an RJ11 phone cable into the phone port at the back of the Hyperhub router and the other end of the cable into your phone.

You can connect one handset to your router at a time. Connecting more than one handset at the same time can cause the phone signals to collide, meaning neither will work.

If you have any questions, the quickest way to reach us is through My Account support request.

Our pre-installed routers mean you can access hyperfast broadband within 15 minutes of moving in, with no install required.

We’re also rated ‘Excellent’ on Trustpilot with more 5-star reviews than Sky, BT and Virgin Media combined*

To see how else we compare (and what you could save by switching to Hyperoptic), visit Compare Hyperoptic to other providers.

* Trustpilot rating and comparison taken from Trustpilot website (www.trustpilot.co.uk) and correct as of 02/02/22

No. We pre-install our routers into participating new build properties as standard, so your Hyperoptic connection will be ready to go from the day you move in. You just need to get in touch with us once you’re in and we’ll get you online in a matter of minutes. Easy!

Not a problem. Our router is already installed, so it’s totally up to you when you decide to place your order and activate your Hyperoptic service. We offer new build customers their first 3 months of service completely free – but this won’t start until your service is activated.

No. Our pre-installed router means you don’t need an installation or engineer visit. Simply move in, get in touch and we’ll get you online in a matter of minutes. It’s that simple!

If you’re not seeing your address when you search your postcode, if it’s showing incorrectly, or if it’s showing that our service isn’t installed there, this is most likely just because of just how new it is. Simply give us a call on 0333 332 1111 and we’ll get it sorted.  

In most cases, we’ll still be able to get your service up and running. If we need to do a little more investigating into the issue, we’ll do everything we can to be as quick as possible. 

Your Hyperoptic connection and equipment (including our Hyperhub router) should be pre-installed, allowing you to get online from the day you move in.  

In the unlikely event that this hasn’t quite gone to plan, simply call us on 0333 332 1111 and we’ll investigate. In most cases, you’ll be able to set the router up yourself (visit Help with your Router for more info) or we can send someone to help you.

If you’re getting in touch on behalf of a resident who wants to get connected or is having an issue with their service, you can get in touch with us by calling 02033191417 or emailing business.support@hyperoptic.com