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”).

One Touch Switch

The “One Touch Switch” process allows you to join a new provider’s broadband and/or phone service and end the same (as well as additional) service(s) you have with your existing provider, without you having to contact your existing provider.

It only applies where both the new and the existing services are provided at the same premises – so it can’t be used for home moves.

Hyperoptic’s Residential Switching Guide (this “Guide”)

This Guide applies when you’re switching broadband and/or phone service(s), at your current premises, either from another communications provider to us, or to another communications provider from us, under the One Touch Switch process. It gives you information on how the process will work and what happens if things don’t go to plan.

In this Guide, when we say “phone service”, we mean landline (or “fixed line”) phone service.

Joining Hyperoptic using One Touch Switch

Does my order qualify for One Touch Switch?

If you’re joining Hyperoptic and have an existing broadband or broadband plus phone service with another communications provider, at the same address, and you’d like to end that existing service when you join Hyperoptic, you may be able to use One Touch Switch (we’ll let you know when you start your order). We can arrange for that existing service to end, without you needing to contact your current provider. You’ll need to be the named customer on the account both with your existing provider and with us.

The One Touch Switch process

When you start your order journey with us, if you want to use One Touch Switch, you should answer ‘Yes, help me switch’ when we ask if you’d like to use the One Touch Switch process. If you’re ordering broadband and/or phone services from us and you don’t want to cancel either or both of those services with your current provider, you should choose to answer ‘No’.

Once you’ve given us enough information to identify your current provider and your services with them we‘ll contact that provider to confirm the information you supplied – this can take up to 60 seconds. To do this we may need to ask for your account number (Customer ID) with your current provider, which should be available on your most recent bill from them – please have this to hand.

Your current communications provider will send you important information detailing the services you’re thinking of transferring to us (or just terminating), and will explain any consequences to you of ending their services. This will include any termination and/or other charges related to their service(s) that you may need to pay when you switch to us, along with changes to charges for any of their services that you’re planning to keep (if they can give you that option). We’ll let you know if they’ve sent this information to you by email, SMS text message or post (if it’s coming by email or text message, it should arrive very quickly). We’ll allow you time to read through and consider this information, if you’d like to think about your options.

If you’re ordering our broadband service without phone and you have a phone service with your current provider, they will let us know about this. We’ll then let you know your options for that phone service, e.g. cancelling/switching it to us or keeping it with the other provider. You can then make any necessary changes to your order. If you’re switching your phone service to Hyperoptic, you can keep your existing (landline) phone number - we’ll help you do this.

The details of your order (including the services you’ll be switching to us from your current provider) will be set out in the Contract Information and Contract Summary documents we’ll email to you towards the end of your order journey. You’ll have the chance to review these documents before placing your order.

Once you’ve placed your order with Hyperoptic using One Touch Switch, and confirmed your decision to switch/end or keep services with your current provider, we’ll let them know about your decision, and we’ll send you an email confirming that we’ve received and accepted your order.

Next, we’ll make arrangements to connect your services to our network; we’ll let you know what needs to be done and this may include arranging a Hyperoptic engineer to carry out work at your home. Once you’re connected, we’ll notify your current provider and they will terminate any of their services you’re not keeping, and send a final bill to you. You won’t need to contact them to arrange that.

You’ll be able to see updates on your switch by logging into your MyAccount.

Leaving Hyperoptic using One Touch Switch

If you decide to switch services to another provider, at the same address, they will let us know directly, through the One Touch Switch process – you won’t need to contact us. When this happens, we’ll send you important information about the services you’re thinking of transferring (or just terminating) and let you know what will happen if you do decide to proceed. This will include any Service Termination Fee and/or other charges you might need to pay Hyperoptic when you make the switch, along with changes to charges for any of our services that you’re planning to keep (if we can give you that option). We’ll send this information to you by email, unless you’ve specifically asked us to send it another way.

We hope you decide to stay with us and would love to hear from you if there’s anything we can do to help make your Hyperoptic experience better. To get in touch, please contact us here first. Alternatively, if you prefer, you can email or call us on 0333 332 1111. We're available 24/7.

The other provider will manage your One Touch Switch process. If you decide to go ahead with One Touch Switch and use it to switch/end any of your Hyperoptic services, the other provider will tell us of this decision. You won’t be able to cancel the process and keep those Hyperoptic services unless you then tell the other provider that’s what you want - they will then tell Hyperoptic. If they don’t tell us to cancel, we’ll continue with your instructions and switch/end our services under the One Touch Switch process, once the other provider tells us their service is active at your address. You’ll still be able to use our services, as usual, until then.

You can view updates on your switch by logging into your MyAccount.

Compensation available to you

Ofcom obliges us to compensate you automatically when, in connection with One Touch Switch, we miss appointments we scheduled with you to provide/install our services, or we delay activating our services. We go beyond this – we compensate all customers of our residential service automatically for other delays in activating our services, for other missed engineer appointments we make with you to provide or repair our services, and for delays in repairing our services. We set out in our Automatic Compensation Policy when and how we do this.

You may be able to claim compensation for other One Touch Switch-related failures (i.e. that aren’t covered under our Automatic Compensation Policy). To ask us about this, please contact us here first. Alternatively, if you prefer, you can email or call us on 0333 332 1111. We're available 24/7.

Moving to a new home

This Guide does not apply to you if you’re moving to a new address and taking broadband and/or phone service with a new provider there. If this is the case, you’ll need to order those services with your preferred provider for your new address and, separately, contact the provider of those services for your current address to cancel them. Find more information on how you might switch.

Similarly, you can’t use One Touch Switch to take Hyperoptic's broadband and/or phone services to your new address. Please let us know if you want to do this, and we'll tell you if it’s possible (we can only provide our services at premises where our network is already available) and explain the process.