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Staying connected with Hyperoptic

What you need to know during COVID-19

Staying connected with Hyperoptic

What you need to know during COVID-19

Updated 5th January 2021

A message from Dana Tobak, CEO Hyperoptic

Following the announcement regarding further lockdown in England, we remain more committed than ever to keeping the UK connected. As the guidance from the government has made clear, maintaining the nation’s broadband networks, carrying out repairs, and connecting new customers that don’t have reliable, quality broadband already, remain crucial priorities for the country.

We have kept our operations under constant review throughout the last year, to ensure that we are meeting our duty to keep our customers and engineers safe whilst we carry out these vital works. In keeping with that responsibility, we are prioritising works in the following order for the time being:

Vulnerable customers – making sure vulnerable customers have access to connectivity and are prioritised.
Existing customers – maintaining network connectivity for all our existing customers.
New customers – connecting new customers where their existing connection is sub-standard for the needs of their household.
New customers that already have access to quality broadband – we will continue to connect customers that have alternative high quality broadband where we have available engineering resource.

We will of course keep this policy under review as the situation develops and thank the public for their ongoing support for our engineers, who are out there playing their part for the country during this challenging time.

We’re set up and working together

As a team, we meet regularly to assess the situation and implement any changes needed to keep things running safely and smoothly.

We will continue to work within the parameters set out by the government for our employees, partners, clients and customers.

The safety of people comes first

This is our number one priority and many measures are in place to reduce exposure and protect the health and safety of our customers, employees, clients and partners.

We’re following all government advice and evaluating risks before visits and installations, and only carrying them out if it’s safe to do so for all parties. We’re using the government’s Track and Trace app and, where there are confirmed cases, instances of self-isolating or symptoms, we are rearranging appointments.

Where installations take place, our engineers are following strict guidelines on hygiene and minimising risk by keeping safe distances and taking additional hygiene measures before, during and after visits.

Our network is vital and is rolling out

The Hyperoptic network is a critical part of the UK’s infrastructure and hyperfast fibre broadband is needed now more than ever.

With telecom field, network, installation, planning and support workers classified as key workers from the government our 1Gb network rollout isn’t stopping.

Operating differently and smartly

As per government guidance, our office-based staff are all working from the safety of home using all the necessary tools to stay in contact and operate effectively.

This includes our call centre staff who, despite an increase in calls, are still delivering the 5-star levels of support our customers expect.

We’re in regular contact with our partners and clients to ensure there is no material impact on our day-to-day operation.

A closely monitored network built for the future

Our network is built for the needs of people today and in the future. We continue to monitor constantly so even as greater demands are placed on it as a result of increasing numbers of people working from home, we’re well placed to deliver the speed and reliability that people need and expect.