Hyperoptic Ltd (“Hyperoptic”, “we”, “us”, “our”) is a full fibre internet service provider (ISP”). We’re a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 164 6525 96.

We’re regulated in the UK by Ofcom. We’re also a member of the UK Internet Service Providers Association (“ISPA”).

This Business Customer Switching Guide applies to Hyperoptic’s Business Customer Switching Service (“Switching Service”).

  1. Who is eligible use the Switching Service?
    The Switching Service is available to any business which is changing broadband and (where applicable) telephone services:
    • from another communications provider to Hyperoptic’s business or dedicated business fibre service; or
    • from Hyperoptic to another communications provider’s service for businesses,
    and this change of services (which we refer to as a “migration” or “switch”) is taking place at the same location - i.e. the Switching Service is not available where the new services will be provided at a different location to the current services. A business to which the Switching Service is available is a “Qualifying Business” and the type of switch described above is a “Qualifying Switch”.
  2. How does the Switching Service work? The Switching Service gives effect to an Ofcom-prescribed process for Qualifying Customers to effect a Qualifying Switch, simply by contacting the provider to which the Qualifying Customer wants to move. There is no need for the Qualifying Business to contact its existing provider – the new provider will arrange for the existing provider’s services to terminate and the existing provider should send the Qualifying Business termination-related information (see below). We call this the “Switching Process”. Both the new and current providers are obliged to work together to carry out the switch:
    • as efficiently and quickly as possible;
    • without delaying or abusing the process;
    • in a way that ensures continuity of service for the switching customer (where technically feasible), with any loss of service during the switch not exceeding 1 working day; and
    • in line with Ofcom obligations and any applicable industry-agreed processes.

    3. We set out below how a Qualifying Business can use the Switching Service.

    If you are switching to Hyperoptic:

    1. If you are a Qualifying Business that is switching its services from another communications provider to Hyperoptic, you can ask to use the Switching Service during your Hyperoptic order process, when you complete our Business Customer Order Form.
    2. We will then ask you to complete our Letter of Authority for the Switching Service. The individual who completes that Letter of Authority must have the requisite authority to provide us with express consent (on the Qualifying Business’s behalf) to carry out a Hyperoptic-led Switching Process. Under the Switching Process, your broadband and (where applicable) telephone services with your current provider, will be terminated/switched to Hyperoptic, as you requested on the Business Customer Order Form.
    3. Once Hyperoptic has received the completed Business Customer Order Form and Letter of Authority, we will contact your current provider of the services you want switched, to start the Switching Process. We will provide them with the necessary information for them to confirm:
    4. the customer information you have provided to us; and
    5. that you currently have with them the services you asked to switch to Hyperoptic, at the address indicated on the Business Customer Order Form.
      If your current provider can confirm the above details, the Switching Process will proceed as set out below.
    6. Your current provider should send you information, detailing the impacts of switching your services to Hyperoptic. We expect that this information will be sent to you by email, SMS, letter or a combination of these methods. Once your current provider lets us know how they have contacted you, Hyperoptic will let you know where you should check for this information.
    7. When we have received the confirmation from your current provider (referred to in 3 above), we will respond to them to let them know:
    8. the intended migration date; and
    9. the services you currently have with them that you wish to terminate once your new Hyperoptic services are activated.
      Your current provider must not start the termination process at this time.
    10. Once your new Hyperoptic services are active, we will send a notification to your current provider. This notification will confirm the migration date and the services you currently have with them which should then be terminated. They can then start the termination process for those services.

    If you are switching from Hyperoptic to another provider:

    1. If you are a Qualifying Business that is switching its services from another communications provider to Hyperoptic, you do not need to contact Hyperoptic. The other provider will lead the Switching Process and contact Hyperoptic about the switch.
    2. When the other provider contacts Hyperoptic, we will send you important information about how the switch will impact the services you currently have with us, including about the amounts that will be payable when your Hyperoptic services terminate on completion of the Switching Process. This information will be sent by email, SMS, letter or a combination of these methods, to the email, mobile number or postal address we hold for you. If any of these contact details have changed, please let us know by contacting our Business Support* and we will re-send this important information to you, using your revised details.
    3. If you proceed with the Switching Process, the other provider will then confirm to Hyperoptic your intention to terminate your Hyperoptic services. We will only take steps to complete that termination once that other provider confirms to us that their services are now active at the address the switch is taking place.
    4. Your Hyperoptic services (including their termination under the Switching Process) are subject to our Business Customer Terms of Service (if you are a customer of our Business Service) or our Dedicated Business Fibre Customer Terms of Service (if you are a customer of our Dedicated Business Fibre Service).
  3. Compensation
    If you are Qualifying Business that has requested the Switching Service and, in connection with your Switching Process, we:
    • miss any service or installation appointment; or
    • fail to comply with our switching-related obligations under Condition C7 of Ofcom’s General Conditions of Entitlement (please see the 4 bullet points at section B above for details of these), subject to the exclusions below, you may be entitled to Switching Compensation.

Exclusions
No Switching Compensation will be payable in relation to a missed service or installation appointment if we gave you notice of a change or cancellation of that appointment at least 24 hours in advance of the original appointment time, or if you otherwise agreed to a change in the appointment time slot for the same day.

Claiming Switching Compensation
If you genuinely believe you are eligible for Switching Compensation, you should email us at business.support@hyperoptic.com with full details of your claim. If we agree that you are entitled to the Switching Compensation, we will apply this as an invoice credit to your Hyperoptic account. If you are no longer our customer and/or Hyperoptic will not be invoicing further amounts to you, we will credit the amount to the bank account from which you paid for our Business Service or Dedicated Business Fibre Service (as applicable).

 

* Business Support means Hyperoptic’s Business Support Team which can be contacted by emailing business.support@hyperoptic.com or calling on 0333 332 1123.