Hyperoptic is proud to welcome everyone to our network, including those who might need additional support due to accessibility requirements or circumstances making them vulnerable.

If you have accessibility needs or consider yourself to be a vulnerable customer at any point during your time with Hyperoptic, please let us know. We’re here to support you.

What is a vulnerable customer?

Vulnerable customers are those who might be susceptible to harm because of personal circumstances. These include but are not limited to:

Disability (physical or learning)
Illness (physical or mental)
Age
Low literacy or numeracy
Communication difficulties
A change in circumstances (e.g. bereavement, job loss, divorce)
Financial difficulty due to low income or a sudden reduction in regular income

How do Hyperoptic support our vulnerable customers?

Protecting the interests of our vulnerable customers is very important to us, and we offer several services to support them.

Free battery back-up unit (BBU) for telephone customers: A BBU is a device that can provide an hour’s back-up power to our router during a power cut, allowing you to make phone calls to emergency services during that period. For more info visit What is a Battery Back-Up Unit?.
Text relay services: Text relay services relay phone conversations between a text-user and a phone-user. For more info visit Text Relay Services.
Accessible formats: We can supply large print, Braille or audio versions of various documents and policies including your Hyperoptic contract, Codes of Practice, Policies and bills on request. For more info visitAdditional Support.
Third party bill management: You can nominate someone to manage your Hyperoptic bills (plus, if you want, your Hyperoptic account) on your behalf. To set this up please contact our customer support team.
Free access to directory enquiries: If you’re visually impaired, we can provide you with a free to call number for directory information. For more info, please get in touch.
Priority fault repair: If there are any issues with your service, and, due to a disability that you’ve told us about, your service needs repairing urgently, we’ll make sure we prioritise that repair.
Debt challenges: If you’re struggling with money or your financial position has changed, we’re here to help. Get in touch to see how we can support you - we have lots of options and will always do our best to keep you connected.

What records do we keep?

If you contact us by phone, email, social media or live chat and let us know of your circumstances as a vulnerable customer, we’ll keep a note on our customer records. This is so that, if you deal with our agents again in the future, they’ll be aware of your circumstances and you won’t have to explain each time. You can see the full details about how we manage this in our Privacy Policy.

Improving our services to you

We’re committed to continuously reviewing and improving the services we offer, as well as monitoring the effectiveness of our procedures via customer feedback - including direct comments to staff and Trustpilot reviews.