We’ve carried out a number of risk assessments across the business in a number of areas which are covered in detail in the attached document.

Yes absolutely. As long as we’re available at your address, you can order directly online or by email on telesalesteam@hyperoptic.com. Please bear in mind that we’re currently prioritising installs for those who need access to our service most during this uncertain time. This means you might have to wait a bit longer than usual for our next available install slot. 

If you’ve already got a socket and router in your home or business, then we can get you live and connected completely remotely and in most cases within the hour. 

Yes, although we‘re currently prioritising visits and installs for the elderly and vulnerable, NHS workers and those currently without broadband. If you’re not on this list, then it means you might have to wait a bit longer than usual for our next available install slot.

If you’re expecting a visit from an engineer, please be assured that they’re fit to do so. We’ve put in place strict hygiene protocols and are making sure it’s safe prior to each and every visit.  

Our engineers will never enter your property if they’re experiencing symptoms, have recently been exposed to or tested positive for COVID-19. We’re using the government’s Track and Trace app and would encourage you to download it as well to receive local information and exposure alerts. Find out more here.   

We are also asking customers whether they, or anyone in their household, are experiencing symptoms before their install appointment to check whether it’s safe to go ahead. This helps us keep everyone safe. 

We’re monitoring this situation closely, following both government and industry standards, and will let you know if there are any changes. The safety of our customers and staff is our number one priority. 

All our engineers are updated regularly with government advice and the tools they need to keep themselves and others safe. Our current measures include the following where a resident would still like to go ahead with an installation:   

• Full handwashing in water where possible and if not to use wipes prior to entering and then leaving   
• Use gloves prior to entering any property and ensure these are disposed of properly afterwards   
• Use wipes for equipment and door handles on entering and leaving   
• Not accepting drinks from residents   
• Adhering to the 2 metre rule for distancing  
• They are also receiving thermometers so they can make quicker and more informed decisions on isolating themselves 
• Our engineers are empowered to make their own personal assessments of each install. This means that they can end the visit at any point if they feel it’s the right thing to do. 

Please rest assured, our engineers will never enter your property if they’re experiencing symptoms, have recently been exposed to or tested positive for COVID-19. We’re using the government’s Track and Trace app and would encourage you to download it as well to receive local information and exposure alerts. Find out more here.   

We’re also asking for our customers to help us keep everyone safe by doing the following: 

• You must tell us if you, or anyone at the property, is experiencing symptoms of the virus or are suspected of being infected. If not, we could both be putting other lives at risk. You can do this at any time – even on the doorstep. 
• During your install, you must keep at least 2 metres away from our engineers at all times. If possible, please stay in another room while we complete your install.
• If necessary, please let our engineers wash their hands during their visit 

We know how important it is for you to stay connected during this time, so we’re constantly monitoring the situation and looking for ways to help our customers.   

Staying Connected  

We run our own fibre network which is built to withstand a high volume of traffic, and the team is constantly monitoring it as well, so we can make sure you are always connected.   

Payment  

If you’re experiencing any issues with paying your bill, then please contact our Customer Service team and we’ll do everything we can to help.   

We’re following all government guidance closely to ensure our engineers remain alert and aware of what is going on around them and focusing on the appropriate physical distancing measures to achieve this.   

As key workers defined by the government, they are outside the government’s rules on ‘social gathering’, however where possible we are keeping team sizes as small as we can, travelling separately and they are observing the 2 metre rule wherever they possibly can.  

We understand people’s concern around this, but please rest assured we are continuing to take every step necessary to protect our employees and are reviewing government advice daily.  

Yes, you can. Our support centre remains fully open, so we’re still available whenever you need us. You can reach us using any of the methods at the bottom of this page.

With many of our customers working from home or self-isolating at the moment, we’re experiencing a higher number of enquiries – so please do bear with us if it takes longer than usual to answer you.

Lastly, if you need to get in touch to make an immediate payment or update your debit details, you can do this online via My Account.

On Friday 20th March, the UK government granted ‘Key Worker’ status to the utilities and communications sector, including data infrastructure and telecommunication services, which covers many Hyperoptic employees.

The government has recognised that work to repair and maintain the country’s telecommunications network must be allowed to continue at the current time. Gatherings of more than two people are permitted where this is essential for work purposes. For more info, click here. 

This means that Hyperoptic engineers are still carrying out their vital role in keeping Britain connected. 

We’re reprioritising the work they do so that vulnerable customers, existing customers and then new customers have access to full fibre connectivity.

Because we run our own fibre network, we already have high performance capacity and are well positioned to manage any increase usage or traffic. This means you shouldn’t experience any changes to your connection.

We also constantly monitor our network to maintain a strong connection for all of our customers. As more people rely more heavily on our network, we’ll continuing to monitor the performance very closely – and if we need to make any updates to keep your connection strong, we won’t hesitate.

• Make sure your router is as central as it can be in your home with the current cable set up. If you’re on wifi, the closer you are to the router, the better the performance.
• Avoid trying to connect around lots of other wireless devices which can cause network interference.
• It’s likely there are more of you using multiple devices, so it’s always a good idea to disconnect or switch off the ones that you’re not using.
• If you do want the best possible speed for one particular device, then you can connect it directly into the router using an ethernet cable.
• You can also change the channel on your router which can also maximise your speed: Our router guide shows you how to do this (under ‘Downloadables’).

Read our guide on improving internet speeds