Billing & Payments Explained

Your first bill will be sent one day after your service has been activated and will include 1st month of your service in advance. Your second bill will be sent one month after your service is activated.

All subsequent bills will be sent on the same date of the month when your second bill was sent, unless you wish to change your payment date.

We will always email you when your bill is ready to view via My Account. The payment for your bill will be due 14 calendar days after the bill is issued.

Example:

Your service is activated on 22nd May
Your first bill will be sent on 23rd May and will cover the following period: 22nd May to 21st June
Payment will be due 14 calendar days after the first bill is sent: 6th June

Your second bill will be sent on 22nd June and will cover the following period: 22nd Juneto 21st July
Payment will be due14 calendar days after the second bill is sent: 5th July

Your third bill will be sent on 22nd July and will cover the following period: 22nd July to 21st August
Payment will be due 14 calendar days after the third bill is sent: 6th August

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

Yes, you can. Simply head to the ‘Payments’ tab in My Account.

We send you your bills 14 calendar days before they’re due for payment. This means that if you change your payment date, you’re also changing your bill date and the period of time your bill covers.

When you can change your payment date

Once we have sent your bill for collection (3 days before your current payment date), you won’t be able to change your next payment date until the payment has been processed.

Your bill date is always 14 calendar days before your payment date. If your chosen payment date has a bill date that has already passed for that month, your new payment date will come into effect from the next month.

You can change your payment date via My Account once every six months. If you need to change it more than once within six months, get in touch.

How it works

Your billing cycle starts with your bill date. This means that, when you change your next payment date (and with it, your bill date), the new invoice will contain your regular monthly charge, but also the gap period between the last date of your previous bill and the first date of your new bill.

For instance, if you’re changing your payment date to be one day earlier, your bill will be one day earlier and you’ll receive a bill that covers one day less. If you’re postponing your payment day by one day, your bill will cover one day more.

The maximum number of days you can add to your next invoice is 29 days.

If you chose a new payment date which does not appear in every month (e.g. the 31st, 30th or 29th), your payment date will be the first of the month for those months (e.g. 1St March instead of 29th February).

Here’s an example:

Your current invoice date: 1st of the month

Your current payment date: 15th of the month

Your billing cycle starts: 1st and ends on 30th/31st (last day of the month)

Your new payment date: 16th of the month

Your new Invoice date: 2nd of the month

Your new billing cycle starts: 2nd of the month and ends on the 1st of the next month

The next invoice pro-rated charge: 1 day worth of charge

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

You can view all your bills online by logging into My Account. You can also opt to receive bills via email – to change your preference, log into My Account.

Yes, the prices for residential services shown on our website during the order process are inclusive of VAT.

If you wish for the VAT breakdown to be shown on your bills, please raise a support request.

You can make changes to your package once a month during your minimum commitment by raising a support request. 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 or 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 have any questions, the quickest way to reach us is through My Account support request.

If you change your package, we’ll always try to align this with your bill date, so that your next bill will have full new pricing. If you change your package in the middle of the bill cycle, you’ll be credited or debited for the amount resulting from the package change, which will be calculated based on the number of days the new package has been in place for.

Here’s an example:

Your current bill date: 1st of the month

Package changed on: 20th June

Your old package price: £35 per month

Your new package price: £45 per month

Your next bill date: 1st July

Your next bill amount: £48.55

(This bill includes the difference between your old and new package price between 20th and 30th June plus the new package price from 1st to 31st July)

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

If your bill looks a bit different, it may be because you’ve recently changed your package or payment date, had a bill credit or charge applied or are at the end of a promotional period. Alternatively, if you’ve asked to cancel your service, you may see termination-related charges.

Please check the “Something new on the bill” section on your bill for further information.

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

To minimize paper waste, we typically only send digital copies of bills. However, if you require a hard copy of your bill, you can log into My Account and download your bills in order to print them out.

If you’re unable to do this for any reason, please raise a support request and we’ll do our best to help.

If you’re a Hyperoptic business customer and you would like to add a Purchase Order (PO) to your bills, simply head to the ‘Payments’ tab in My Account and add your PO and PO limit there. It will then be added to your bills from that point onwards.

You’ll be able to amend the PO number and limit using My Account when you need and we’ll notify you if you’re approaching the limit.

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

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.

If your direct debit payment fails because of insufficient funds, we’ll try to collect payment again within the next 5 working days. In this case, please be sure to check that you’ve got sufficient funds available. 

If the payment fails on our second attempt, your direct debit will automatically be cancelled. We’ll let you know if this happens and ask you to set new payment details. 

You can log into My Account to check your direct debit details and update them if necessary. If you have any overdue balance, you need to settle that first before updating the details. You can also make overdue payments online via My Account. Simply log in, head to ‘Payments’ and click ‘Make a payment’. Please note, during this process you may be asked for 3D Secure authentication.

If you have any questions, the quickest way to reach us is through My Account support request. Alternatively, you can call us on 0333 332 11 05.

If your service has been suspended, it usually means you have an overdue payment on your account. We’ll always email you to let you know if your account has become overdue or you’re at risk of being suspended prior to any action being taken.

The quickest way to get your service back up and running following a suspension is to clear the outstanding balance on your account. You can do this online via My Account (simply head to the ‘Payments’ tab to settle your bill) or get in touch with us.

Please note, there is also a fee associated with re-activating your account following suspension and you may continue to incur charges for service during this time. 

Unfortunately, if we don’t receive payment following the suspension of your service, we may be forced to terminate your account in line with Section 8 of our Terms of Service. If you don’t pay your outstanding balance, we might need to transfer it to 3rd party collection agency.

If your service has been suspended for another reason, or if you think there’s been a mistake and your service has been suspended in error, please get in touch with us as soon as possible.

If you have any questions, the quickest way to reach us is through My Account support request. Alternatively, you can call us on 0333 332 11 05.

If your service is due to be suspended due to an outstanding bill payment, you can delay this until you’re able to settle your bill. Simply raise a support request and we’ll delay the suspension for you.

Please bear in mind that this is available up to three times per year and cannot be done in two consecutive months.

You can make payments towards your bill via My Account at any time.

Simply log in, head to ‘Payments’ and click ‘Make a payment’.

Please note, during this process you may be asked for 3D Secure authentication.

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

If you’re having issues making payments via My Account, you might have closed the page before the payment was processed. Please note, during this process you may be asked for 3D Secure authentication. Please wait on the processing page until you get final confirmation that your payment has been successful.

To make a payment over the phone instead, please give us a call on 0333 332 11 05.

To update your direct debit information, log into My Account and head to the Payments tab. If you have any overdue balance, you’ll need to settle that first before updating the details. Please ensure these details are always up to date to ensure bills are settled in time.

If you’d like to request your bill in an alternative print or audio format, simply head to My Account and pick your preference on the ‘Payments’ tab.

We can supply large print, Braille or audio versions at no extra cost.

If you have any questions, the quickest way to reach us is through My Account support request. Alternatively, you can call us on 0333 332 1105.

You can visit our Vulnerable Customers Policy. 

If you’re struggling to pay your Hyperoptic bills or think you may have trouble paying them in the future, please let us know.

We’re committed to helping our customers stay connected and have a number of ways we can support you to make your payments more manageable.

If you have any questions, the quickest way to reach us is through My Account support request. Alternatively, you can call us on 0333 332 1105.

We also offer a discounted social tariff, Hyperoptic’s Fair Fibre Plan®, for those on Universal Credit or qualifying benefits, which makes our service even more affordable for low-income families. Visit Social Tariff Broadband for more info. 

Alternatively, there are a number of third-party resources which you may find helpful:

Citizens Advice: (Full debt and consumer advice service)

They have specialist caseworkers to deal with any type of debt: https://www.citizensadvice.org.uk/debt-andmoney/debt-solutions/

National Debtline: (Provides free advice and resources to help people deal with their debts)

Advice is available over the phone, online and via webchat. Visit: https://www.nationaldebtline.org/ Call: 0808 808 4000 Opening Times: Mon – Fri 9am to 8pm, Sat 9.30am to 1pm

StepChange Debt Charity: (A full debt help service that is available across the UK)

Visit: https://www.stepchange.org/ Call: 0800 138 1111 Opening Times: Mon – Fri 8am to 8pm, Sat 8am to 4pm

Telephone numbers starting with 08, 09 and 118 are called ‘service numbers’. You might use them to call organisations like utility companies, banks or government agencies.

Since 1 July 2015, there has been an initiative in place, introduced by Ofcom, the communications regulator, which affects the way numbers starting with 08, 09 and 118, are charged.

0800 and 0808

Calling numbers starting with 0800 and 0808 continue to be free from your Hyperoptic phone.

084, 087, 09 and 118 numbers

Numbers starting with 084 and 087 are general service numbers to call organisations. 09 and 0871 are ‘premium rate’ numbers and those starting with 118 are directory enquires – these are charged at a higher rate than normal calls. Since 1 July 2015, the cost of calling these numbers is made up of two parts:

An access charge: This is the part that Hyperoptic will charge you, per minute for connecting the call. The access charge from Hyperoptic is 10p per minute.

A service charge: This is the rest of the call charge. The organisation you are calling (the service provider) decides on what this service charge will be and must inform you. For example, the organisation might say “Calls cost 20p per minute plus your phone company’s access charge.”

When you add up our access charge and the service charge, you’ll know exactly what the call charges are.

Want to know more?

For more information about these changes go to https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/uk-calling

Phonepaid Services Authority (“PSA”) regulates premium-rate services. It publishes a code of practice that providers of premium-rate services must follow. This includes rules on advertising and promoting premium-rate services. PSA (https://psauthority.org.uk/) may be able to help you if you’ve a complaint about a premium-rate service (see ‘Complaints about premium-rate services’ below).

Some information and entertainment services, including services for adults, are provided by international companies. Phone numbers for these services may be advertised in the UK.

To check out our price book, please visit our Price Guide Book.

We’re dedicated to giving you the best experience possible and if we let you down, we always do our best to put things right.  

As part of our commitment you, we’re part of Ofcom’s voluntary Automatic Compensation Scheme, which means you can receive compensation from us when things don’t go to plan.  

Here’s how it works:  

Delayed activation  

If we’re unable to get your service active on the agreed activation date (set out in the email we sent you) between 1 April 2025 and 31 March 2026 we’ll give you £6.24 bill credit for the missed activation and an additional £6.24 credit for every day until we get you connected.

Service outages  

If you lose service completely, please let us know as soon as you can. If we’re unable to get you back online within 2 working days of you reporting the outage to us, from 1 April 2025 to 31 March 2026 we’ll give you £9.98 bill credit for each following day after the initial 2 working days you’re without service for any outages that you weren’t notified about by us in advance.

Missed appointments   

If our engineer doesn’t show up for your appointment to provide you with or to repair our broadband service, or you’ve been given less than 24 hours’ notice of any change or cancellation, between 1 April 2025 to 31 March 2026 we’ll give you £31.19 bill credit.

Please note that all compensation mentioned above is subject to our Automatic Compensation Policy.  Please read it for further details.

If you have any questions, the quickest way to reach us is through My Account support request. Alternatively, you can call us on 0333 332 1105.

There are several reasons you might be entitled to a refund or bill credits from Hyperoptic – it could be our Automatic Compensation policy, a reimbursement for an overpaid bill or we might be putting things right if they haven’t gone to pan.

Some credits (such as Refer a Friend credit) are non-refundable and can be applied to your bill to lessen the amount due for payment. These are ‘use them or lose them’ and will unfortunately be lost if you cancel your service before they’re applied to your bill (please note, if you’re moving your Hyperoptic service to a different property, we can transfer any unused bill credit there).

Refundable credits, like those given as part of our Automatic Compensation policy, can be turned into a cash refund at any time. To request a refund, simply get in touch with us.

If you’re eligible, we’ll automatically process your refund and confirm once it’s been issued. Please make sure to keep your payment details up to date as we’ll use these for your refund.

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

If you’re terminating your service using One Touch Switch or you give notice to cancel your Hyperoptic service, you will receive your final bill on your usual date in the following month. The charges will depend on the type of package and the date of termination.

If you are on a 12-month or 24-month minimum package and wish to leave before the commitment period has expired, cancellation charges will apply (for each month remaining on your package, plus any outstanding charges). To check out our price book, please visit our Price Guide Book.

In line with our Terms of Service, if you cancel, we require 30 days’ notice of any cancellation, including for our monthly rolling packages. If you use the One Touch Switch process your new provider will tell us when they’ve activated their services at your home, we’ll then end our service(s) on that date, without you needing to contact us and without needing to provide 30 days’ notice. Please read our Residential Terms of Service for full details.

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

If you are on a 12-month or 24-month minimum package and wish to leave before the commitment period has expired, cancellation charges will apply (for each month remaining on your package, plus any outstanding charges). To check out our price book, please visit our Price Guide Book.

In line with our Terms of Service, if you cancel, we require 30 days’ notice of any cancellation, including for our monthly rolling packages. If you use the One Touch Switch process your new provider will tell us when they’ve activated their services at your home, we’ll then end our service(s) on that date, without you needing to contact us and without needing to provide 30 days’ notice. Please read our Residential Terms of Service for full details.

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