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Latest Update – 27th March
A message from Dana Tobak, CEO Hyperoptic
In these unique circumstances, we remain more committed than ever to keeping the UK connected. As the guidance from the Government – including today’s update from the Department for Transport to Local Authorities – has made clear, maintaining the nation’s broadband networks, carrying out repairs and connecting new customers that don’t have reliable, quality broadband already, are all crucial priorities for the country. We have kept our operations under constant review 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 sympathy and support for our engineers who out there playing their part to support the country at this challenging time.
The safety of people comes first
This is our number one priority and many new measures are in place to reduce exposure and not compromise the health and safety of our customers, employees, clients and partners.
We’re following all government advice and are checking risks before visits and installations and only carrying them out if it’s safe to do so for all parties. Where there are cases of self-isolating or symptoms, then 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
Our office-based staff are all now 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.
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