How can we help?

Monthly payments are taken via direct debit on your monthly payment date and services are paid for in advance.

Once you order our service, your Direct Debit Instruction will be set up. Direct debit details include your account number and sort code.

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

Your Hyperoptic service can be activated right away once your installation is complete and your router is connected. You can book your installation through My Account.

If you have a Hyperoptic socket already installed, and you’ve got a compatible router, simply order service and we should be able to activate you right away. Please select ‘Yes, I already have one’ when placing your order.

If you have a Hyperoptic socket already installed but no router, please select ‘No, I need Hyperoptic to send me one.’ when placing your order. We’ll send you one and it will be delivered within 48h. As long as you connect it within 24 hours of receiving it, your service should go live right away (or on your desired activation date/move in date).

Set up your Hyperhub router.

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

Standard installations are usually free of charge for all new customers and include up to 10 metres of discreet, surface-mounted cabling.  

If you’d like your Hyperoptic socket installed in a different room and we need to use more cabling, there will be an additional charge of £30 for up to 30 metres. The install may also take a little longer. 

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

We carry out installations from Monday to Saturday, between 9am and 5pm. 

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

You can make changes to your package once a month during your minimum period. There is no extra cost for changing your package, but your bill will be adjusted to account for your new package (I.e., if you choose to go faster, our standard pricing for that faster package will apply – unless we have any special upgrade offers available to you at the time you switch).  

Your package change will trigger a restart of your minimum period, which will restart on the day of the change. Your bills will be pro-rated and adjusted to reflect the package change. 

You will also lose any promotion you might have for your existing package if you chose to change it and will be unable to apply it to your new package. For example, if you signed up on a ‘10% off’ promotion, you’ll be unable to carry the ‘10% off’ across to your new package.  

We occasionally have a sale on our broadband services, which means you might see your existing package advertised for less than you’re currently paying. Unfortunately, we’re unable to apply this alternative price to your service since you have committed to a 12-month, 24-month or monthly rolling fixed fee.  

Please rest assured, if you’re on a 12-month or 24-month minimum package, we’ll be in touch with our very best renewal deals for you when your commitment period comes to an end. 

If you decide to change your package, the quickest way to reach us is through My Account support request.

Once you order service, we’ll send you a link to verify your My Account and set up your log in details. You’ll then be able to log in to My Account whenever you like.

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

Our phone service is provided as a Voice over IP (broadband) product. 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, you can make calls to UK national, UK mobile, premium numbers, emergency numbers and international numbers.

You can use most conventional landline phone handsets with our phone service, excluding BT handsets. Simply connect your landline handset to the phone port on the back of your Hyperhub. Please note that our phone service depends on your connection to, and the availability of, our network. This means it won’t work if there’s a power failure, or a failure in the network. This would also affect calls to emergency services, so you should have another way of making emergency calls. Alternatively, you may want to get a battery back-up unit, which will allow you to make calls in the event of a power failure.

Our internet service operates independent of phone connection. Ordering phone service from Hyperoptic is optional.

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

In this article:

• Changing WiFi details on Zyxel EX3301 router
• Changing WiFi details on Zyxel EX5601
• Changing WiFi details on Zyxel ZTE H3600
• Changing WiFi details on Nokia
• Changing WiFi details on ZTE H298A
• Changing WiFi details on ZTE H298N
• Changing WiFi details on Tilgin HG2381

You can change your wifi name and password by manually logging into your router and changing the settings. It can be easier to remember a personalised wifi name and password, but remember to set a secure password. Please note you will have to reconnect any devices that uses your wireless network by entering the new credentials.

Make sure you’re connected to Hyperoptic broadband.

Zyxel EX3301

1. Type 192.168.1.1 into your browser and the login screen will appear. You can find your login credentials on the removable card on the back of the router, and on the sticker on the back of your router.

2. Once you have entered your login credentials, go to the upper right corner and click on the dropdown menu, then navigate to ‘Network Setting>Wireless’

3. In the ‘Wireless Network Name’ field enter your new desired wifi network name, and click ‘Apply’ when complete.

4. To change the password, you will need to navigate to the bottom of the page and untick ‘Generate Password Automatically’ after which you will be able to set your own password below, click Apply when complete.

For more information, check the Zyxel EX3301 router manual.

Zyxel EX5601

1. Type 192.168.1.1 into your browser and the login screen will appear. You can find your login credentials on the removable card on the back of the router, and on the sticker on the back of your router.

2. Once you have entered your login credentials, go to the upper right corner and click on the dropdown menu, then navigate to ‘Network Setting>Wireless’

3. In the ‘Wireless Network Name’ field enter your new desired wifi network name, and click ‘Apply’ when complete.

4. To change the password, you will need to navigate to the bottom of the page and untick ‘Generate Password Automatically’ after which you will be able to set your own password below, click Apply when complete.

For more information, check the Zyxel EX5601 router manual.

ZTE H3600

1. Type 192.168.1.1 into your browser and the log in screen will appear. You can find your login credentials on the back of the router.

2. Once you have entered your login credentials, go to ‘Local Network>WLAN> WLAN Basic>WLAN SSID Configuration’.

3. In the ‘SSID Name’ field enter your new desired wifi network name, and click ‘Apply’ when complete.

4. To change the password, enter your new desired password in the ‘WPA Passphrase’ field, and click ‘Apply’ when complete

For more information, check the ZTE H3600 router manual.

Nokia

1. 1. Type 192.168.1.1 into your browser and the log in screen will appear.

   2. In the Username field, type “admin”. In the Password field, type the unique password as it appears on the sticker on the back of your router, under “Router login pass”, then login.

   3. Once you have entered your login credentials, select Network in the left-hand menu, and then click on either Wireless (2.4GHz) or Wireless (5GHz).

   4. In the ‘SSID Name’ field enter your new desired wifi network name, and in the ‘WPA Key’ field enter your new password. Click ‘Save’ when complete.

   5. Repeat the process for the second band (either 2.4 or 5GHz).

For more information, check the Nokia router manual.

ZTE H298A

1. 1. 1. Type 192.168.1.1 into your browser and the log in screen will appear. You can find your login credentials on the back of the router.

      2. Once you have entered your login credentials, select ‘Network>WLAN>SSID Settings’.

      3. In the ‘SSID Name’ field enter your new desired wifi network name, and click ‘Apply’ when complete.

      4. To change the password, enter your new desired password in the ‘WPA Passphrase’ field, and click ‘Apply’ when complete.

For more information, check the ZTE H298A router manual.

ZTE H298N

1. 1. 1. Type 192.168.1.1 into your browser and the log in screen will appear. You can find your login credentials on the back of the router.

      2. Once you have entered your login credentials, select ‘Network>WLAN>SSID Settings’.

      3. In the ‘SSID Name’ section enter your new desired wifi network name, and select ‘Submit’ when complete.

      4. To change the wireless password select ‘Security’ and enter your new desired password in the ‘WPA Passphrase’ field, the select ‘Submit’ when done.

For more information, check the ZTE H298N router manual.

Tilgin HG2381

1. 1. 1. Type “192.168.1.1” into your browser and the log in screen will load for your router. You’ll find your username and password on your router.

      2. Once you have entered your login credentials, select Wireless and click on your current SSID (wireless network name, highlighted in blue).

      3. In the ‘Name’ field, enter the new desired name of your wireless network and select ‘Apply’.

      4. To change the wireless password, select ‘Security’ and enter your new desired password in the ‘Passphrase’ section, then select ‘Apply’.

IMPORTANT: always ensure you save the new settings in the upper right corner of the screen before exiting.

For more information, check the Tilgin HG2381 router manual.

When switching your telephone service to Hyperoptic, you can keep your existing telephone number that you are currently allocated by your current provider. The process is known as ‘porting’.

The porting process

You can ask to transfer your telephone number from another provider to Hyperoptic at any time up to 1 month after your telephone service with that other provider (which used that telephone number) has ended.

You will need to complete and submit the porting request form on My Account. Once we receive your request, we will submit it to the porting agency who will then liaise directly with your current/old provider to agree a date for the release of the telephone number, which will be communicated to you via email.

Once your current/old provider has released the telephone number, we will be notified and we will then be in contact with you via email.

The length of time this takes will vary depending on the services that you have and the provider you are with. It usually takes around 2 weeks to complete, but can occasionally take longer.

Please bear in mind that Hyperoptic does not control the porting process but we do work closely with the agencies involved, to ensure the process is as seamless as possible.

Until your number is ported across to us, we’ll allocate you a temporary telephone number, so that you can use your Hyperoptic telephone service as soon as it is up and running. Any calls made through either provider’s telephone service will be subject to the provider’s applicable charges.

Porting checklist

– You

• either have an Active telephone service with your current provider or your telephone service with your previous provider ended no more than 1 month ago; and
• want to port the telephone number used with that service to Hyperoptic’s telephone service

– You have an active telephone service with Hyperoptic

– You have submitted a porting request

Important information: If you wait more than 1 month after your telephone service with your current provider has ended before making your porting request, they may reallocate your old telephone number to someone else, which means it won’t be available for porting.

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

You can test your broadband speed by going to speed.hyperoptic.com

You’ll be able to test Upload vs Download Speeds via the link above.

Please be aware that we have noticed that certain antivirus and firewall software can impact the speeds you experience, as can the amount of free memory available on your computer.

Before you begin, please disconnect all the devices from LAN ports and wifi, and leave only one device which you will use during speed test. PC is the recommended device to use (laptop), but if it isn’t available, mobile/tablet will be fine. Please close all other applications (email etc.). Reboot your device. Turn your Hyperhub router off and on again. During the speed test, you should also try and monitor your CPU/memory/HDD usage – if the usage is high, this may indicate that your device is not capable of processing the maximum speeds available.

Speed test over wired connection (LAN cable)

Connect PC Ethernet port and LAN port on Hyperoptic router with LAN cable.
Open Internet browser on your PC (recommended: Edge, Mozilla Firefox, Opera) and do not open any other application on your PC during the speed test.

Speed test over wireless connection

Find your Hyperoptic wireless network and connect to it (we recommend the 5GHz frequency).
Please keep your device close to your Hyperhub router when doing the speed test (maximum 2 metre distance) for the best signal level.
Open an internet browser on your PC (recommended: Edge, Mozilla Firefox, Opera), and do not open any other application on your PC during the speed test.
Once the internet browser is active, you can use the address bar to type: speed.hyperoptic.com

The speed test page will open. Run the speed test and write down the results.

Do you need help with optimizing your speeds?

The average (median) upload and download speeds advertised for each of our packages are based on what is achievable for at least 50% of our network users, nationally, on this package, at peak time (between 8pm and 10pm), using a wired connection. The average (median) speeds at peak time in your particular area may be different. Please note that the speed you experience will also depend on your distance from the router/wireless access point, usage and equipment.

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

Firstly, please check you are testing your speeds correctly and bear in mind that actual speeds are often slower when using a wireless connection.

With a fibre connection, many of the speed problems that would affect fibre-and-copper connections won’t apply to you. If you do experience speed issues, there are a few steps you can take:

If you’re connecting via a wire:

Before you begin, please disconnect all your devices from LAN ports and Wi-Fi, and leave only one device which you will use during the speed test. A PC (or laptop) is the recommended device to use connected via a wire to obtain optimal results. Older computers and some devices may be unable to process Hyperoptic’s hyperfast speeds, so if you’re seeing slower speeds than expected, try a newer device and re-test. Please be aware, we’ve noticed certain antivirus and firewall software can impact the speeds you experience, as can the amount of free memory available on your computer.

Testing your speed:

1. Connect PC Ethernet port and LAN port on Hyperoptic router with LAN cable
2. Open Internet browser on your PC (recommended: Edge, Mozilla Firefox, Opera) and navigate to speed.hyperoptic.com
3. Run the test with all other applications turned off on your device

If the speeds are not what you expected, here are additional steps you can take before trying another test:

1. Reboot your device
2. Reboot your router
3. Connect to your Hyperhub router using a different Ethernet cable or try using a different LAN port
4. If possible, verify the speed issues are not related to your computer/device by testing a different computer/device with the connection
5. Check via Task Manager if your CPU usage is high if on PC/Laptop as it can cause lower speeds due to load
6. Close any unwanted apps on your device and leave it with only the browser to do the speed test

If you’re connecting via Wi-Fi:

Hyperoptic can’t guarantee the wireless speeds your device will achieve, as there are many factors that can influence this. This is why, for the best possible speed and stability, we always recommend you connect via a wire.

Wireless signals are affected by distance from router (and any walls or doors in between) and by interference from other devices in the vicinity – such as other Wi-Fi routers, microwave ovens, fluorescent lamps, Bluetooth devices, wireless cameras, wireless game controllers, cordless phones, baby monitors, wireless AV equipment and even fish tanks. This is because each Wi-Fi device connects to a wireless channel and, when other devices use the same channel, it can influence the quality of your connections. Please be aware, we have noticed that certain antivirus and firewall software can impact the speeds you experience, as can the amount of free memory available on your computer.

If you are experiencing Wi-Fi interference, you can change the individual wireless channel within that band, in order to find one with fewer conflicting devices.

Before you begin, please disconnect all the devices from LAN ports and Wi-Fi, and leave only one device which you will use during speed test. Please close all other applications (emails, background apps). PC(Laptop) is the recommended device to use, but if it isn’t available, mobile/tablet will be fine.

1. Search for your Wi-Fi network via your device and connect
2. Navigate via your browser to speed.hyperoptic.com
3. Run the test with all other applications turned off

If the speeds are not what you expected, here are additional steps you can do before you try another test:

1. Reboot your device
2. Reboot your router
3. Verify the speed issues are not related to your computer/device by testing a different computer/device with the Wi-Fi
4. Move to a different location as Wi-Fi can be unpredictable, test next to the router. You can find ways on options to relocate the router here: How do I move my router from my utility cupboard?
5. Try changing the channels on your Wi-Fi networks, see how here Changing the wireless channel on your router
6. Check via Task Manager if your CPU usage is high if on PC/Laptop as it can cause lower speeds due to load
7. Close any unwanted apps on your device and leave it with only the browser to do the speed test

If your property covers a large area or you’d like to increase your Wi-Fi coverage, you can supercharge your Hyperoptic connection with Total Wi-Fi, our mesh Wi-Fi service, which gives you the ultimate speed and reliability – in every room. Find out more about Total Wi-Fi.

The average (median) upload and download speeds advertised for each of our packages are based on what is achievable for at least 50% of our network users, nationally, on this package, at peak time (between 8pm and 10pm), using a wired connection. The average (median) speeds at peak time in your particular area may be different. Please note that the speed you experience will also depend on your distance from the router/wireless access point, usage and equipment

Read our guide on improving internet speeds.

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

1. Find your wireless network (Wi-Fi). Go to your network settings and search for available wireless networks on your device.

2. Select your wireless network name (SSID). You’ll find the name of your wireless network (SSID) on the sticker on the back of your Hyperhub.

3. Enter your password, also found on the back of your Hyperhub.

4. Check you’ve connected by opening a web browser and visiting a website.

Can’t find the wireless network?

Your wireless network name (SSID) and password can be found on the back of your Hyperhub router, unless you’ve logged into the router and changed it. If you have made changes, you’ll need to select the wireless network name and enter the password you changed it to. If you have forgotten these credentials, you can find help here Forgotten your Wi-Fi name and password.

Which band should I be using?

Our dual-band Hyperhub routers offer 2 wireless frequencies, 2.4 Ghz and 5 Ghz. Which band is best for you will depend on your distance from the Hyperhub and the layout of your property.

If you’re using our Nokia, Zyxel or ZTE H3600 Hyperhub routers, your band will be automatically selected to give you the best speeds possible. If you want to split the 2.4Ghz and 5Ghz frequencies on your Nokia or ZTE H3600 Hyperhub router to connect to a specific one, click here to learn how to do it. Please note, this is not recommended if you have a Zyxel Hyperhub router.

If you’re using Tilgin or ZTE H298A Hyperhub routers, you’ll see a separate Wi-Fi network (SSID) for each band when you view available networks on your device. We recommend trying your devices on both bands to find the best speeds for you.

5 Ghz will generally have less interference, and it is likely that 5 Ghz will offer the fastest Wi-Fi speeds if you are in close range of the Hyperhub and there are no walls or barriers in the way, whilst 2.4 Ghz may be better if you are more than a few metres away from the Hyperhub.

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