Q: Connecting your phone

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 phonePlug 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.

Question 1

Connecting your phone

Accepted Answer

If you have chosen one of our Broadband &#038; 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 phonePlug 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.

Question 2

Why should I choose Hyperoptic?

Accepted Answer

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

Question 3

Do I need to place an order before I move in?

Accepted Answer

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!

Question 4

What happens if my move in date changes?

Accepted Answer

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.

Question 5

Do I need an installation?

Accepted Answer

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!

Question 6

I’m having trouble with my address on your website

Accepted Answer

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.

Question 7

What should I do if the Hyperoptic router hasn’t been installed?

Accepted Answer

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.

Question 8

I&#8217;m a developer looking to get support for one of my residents &#8211; who can I speak to?

Accepted Answer

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

Broadband deals and price plans

Getting connected on moving day

Pick your package

Place your order

Start enjoying

Don’t miss your exclusive full fibre broadband offer

New home. New broadband.

For further offers, call us on 03332420262 today

Wrap your home with hyperfast Wi-Fi

Tips and advice for home movers

Moving your broadband when you are moving house

7 do’s and don’ts for the best router placement

Take off with full fibre broadband

Most popular FAQs

Latest 5-star Reviews