If you are moving within the same building, moving your Hyperoptic service is free of charge and can be done quickly. Depending on whether an installation appointment is needed, service at your new premise can be activated either right away or after the installation of our equipment is done.

If you are moving to a new building, we can continue to provide our services if they are available at the premises. Provision of our services to you at your new home will usually be handled as if you are a new customer.

If we do not currently provide our service to your new address, you may also wish to register your interest via our website. The more demand we see for our service in a building, the faster we can move to install there – and you’ll also receive regular updates on our progress. You also might incur cancellation fees (these will depend on how many months are left of your commitment period).

How should I leave things when I move out?

If you’re moving out, don’t forget to let us know. We’ll be very sad to see you go, but hopefully it won’t be goodbye forever. And we’ve made things super simple for you.

Let us know

Send us a support request to tell us when you’ll be moving

Receive an envelope

We’ll send you an envelope to leave for the next resident

Register your interest

When will I receive my final bill after cancelling my service?

After terminating your 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, we require 30 days’ notice of any cancellation, including for our monthly rolling packages. Please read our Terms of Service for full details.

Follow up with our Moving into a new home guide to find out about getting started with Hyperoptic broadband in your new home.

Most popular FAQs

What if I’ve moved into a home with a Hyperoptic socket already installed?

If you’ve moved into a home with 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, if you’ve chosen to delay it).

Find information on how to set up your Hyperhub router.

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

If I move house and can’t get Hyperoptic anymore, can I cancel my service?

Yes, you can. If we’re unable to provide services to your new premise, then unfortunately you’ll need to terminate with us. Please remember that, as per our standard terms, we require at least 30 days’ notice of termination and, depending on your agreement with us, you may also incur a Service Termination Fee.

The Service Termination Fee depends on the amount of time left on your minimum period. If you wish to end your agreement early, you will be subject to a cancellation fee. To check out our price book, please visit our Price Guide Book.

You may also wish to register interest for our services at your new address. The more demand we see for our service in a building, the faster we can move to install there – and you’ll also receive regular updates on our progress. You can register interest for your new address on our website.

Can I move my Hyperoptic service with me when I move out?

If you are moving to a new building, we can continue to provide our services if they are available at the premises. Provision of our services to you at your new home will usually be handled as if you are a new customer.

If we do not currently provide our service to your new address, you may also wish to register your interest via our website. The more demand we see for our service in a building, the faster we can move to install there – and you’ll also receive regular updates on our progress.

Please get in touch with the Customer Service team if you have any questions.