General support enquiries

Hyperoptic is proud to welcome everyone to our network, including those who might need additional support due to accessibility requirements or circumstances making them vulnerable.  

See our full Vulnerable Customer Policy.

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

If you are on a monthly rolling package, switching to a 12 or 24-month minimum package is one-step process. If you wish to switch to a monthly rolling package from 12 or 24-month minimum package, your package needs to be cancelled (please bear in mind that our standard termination fees will apply), and a new account registered. 

If you decide to change your package, 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.

We’re committed to being as transparent as possible with our customers and want to ensure you have all the info you need when it comes to your broadband.

That’s why, if you’re in a long-term commitment with us, we’ll always get in touch with you towards the end of your commitment period to remind you that it’s coming to an end and to let you know your options.

If your commitment period has ended, and you’ve decided not to renew, upgrade or switch your package, you’ll be ‘out of contract’ and your service will automatically continue on a monthly rolling basis. This means you won’t have any fixed term agreement with us and will be able to leave at any time on 30 days’ notice with no termination fees.

If you’re out of contract, we’ll get in touch at least once a year to let you know if there’s a better tariff that you could be enjoying.

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

We’re sorry to hear you’re thinking of leaving Hyperoptic. If there is anything we can do to improve your experience, we would love the chance to do that for you. Simply give us a call on 020 8137 4333 to chat through your options. 

If you do decide to leave us, please get in touch with us to organise the cancellation of your service. 

Alternatively, if you’re leaving Hyperoptic using One Touch Switch, you’ll simply need to give your new provider a few details and they’ll get in touch with us on your behalf to cancel your service. 

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 be applied (for each month remaining on your package, plus any outstanding charges).

In line with our Terms of Service, we require 30 days’ notice of any cancellation – this includes our monthly rolling packages.

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

My Account allows you to keep track of your order, review your bills, make payments and update your direct debit details – plus lots more.

It allows you to stay in control and keep your account details up to date by simply logging in. You can also view the live status of your service and, in the unlikely event of an outage, get information on resolution and timescales.

If you experience any issues, 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.

If you’ve forgotten your My Account password, click ‘Forgotten password’ . We will then email you a code which will allow you to reset your account login details.

If you have any questions, you can call us on 0333 332 1111.

You can amend or change the invoicing email address associated with your account by logging into My Account and selecting ‘My profile’. We’ll then send you an email to verify it. 

To change the contact email address associated with your account, please raise a support request.

Text relay services relay phone conversations between a text-user and a phone-user, and can be useful for those who find difficulty hearing the other person during a phone call, or when the other person has difficulty understanding you.

The Next Generation Text (NGT) Service can provide relay assistants who can help with text relay. For more information, please visit https://www.relayuk.bt.com/. Please note, the use of NGT text relay is at no additional cost to you.

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

Hyperoptic welcomes all customers, including those who may require additional support due to disabilities.

We’re committed to providing a supportive and non-discriminatory environment, and can supply large print, Braille or audio versions of any of our literature on request.

Our service also works with 999 BSL, an Emergency Video Relay Service, which allows users to communicate with emergency organisations using British Sign Language (BSL) at any time, free of charge. For more info, on 999 BSL, click here.  

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

Our broadband service works with 999 BSL, an Emergency Video Relay Service, which allows users to communicate with emergency organisations using British Sign Language (BSL) at any time. 

The service is totally free and can be used with any video-compatible equipment, including smartphones, tablets and laptops. It will work with your Hyperoptic broadband and will not affect your package in any way. 

There are 3 main ways to make an emergency call using 999 BSL: 

• 999 BSL app for iOS (download here)
• 999 BSL app for Android (download here)
• 999 BSL website at www.999bsl.co.uk

How it works 

In the event of an emergency, 999 BSL will connect you to BSL interpreters remotely, who will then relay the conversation with the call handler and emergency authorities (I.e police, ambulance, fire or coastguard).  

For more info on 999 BSL, please visit their website.  

See Hyperoptic’s Vulnrable Customer Policy. 

Yes, you can. If you choose to nominate someone to manage your Hyperoptic account on your behalf, they will have full access to your account – including the authority to make payments, monitor your service, request changes to your account, and more. Please be aware that only the account holder can add a nominated individual, but both parties can remove a nominated individual. 

Please also make sure you have the permission of the individual you would like to nominate, and be aware that the nominated third party is not liable for any changes to or charges on your account, as you remain the account holder.

If you’d like to give another individual the ability to manage your Hyperoptic account on your behalf, please log into My Account and head to the ‘Profile’ section. If you have any questions, the quickest way to reach us is through My Account support request.

If you wish to opt out of receiving promotional and non-vital service emails, you can manage your preferences through My Account. Additionally, the quickest way to reach us is through My Account support request. You can also select the option to unsubscribe from the emails themselves. 

Please note, it is not possible to opt out of vital billing and service update emails, as these are how we communicate important information to you.

In line with our legal obligations, and in order to protect you from harmful content, Hyperoptic blocks certain websites – some of which contain malware or phishing attack content.

For more information on phishing, view FAQs about Phishing.

If you have any questions or are concerned you’re being blocked from a website which you should be able to access, the quickest way to reach us is through My Account support request.

If you suspect that you’ve been a victim of online fraud or cybercrime, please visit https://www.actionfraud.police.uk/ for Police guidance or get in touch with them directly by calling 0300 123 2040.

If you think unauthorised funds have been taken from your account by Hyperoptic, please get in touch with us as soon as possible by emailing fraud@hyperoptic.com or calling us on 0333 332 1111. We’re available 24/7.