How to contact Hyperoptic broadband support and customer service
Hyperoptic full-fibre deals deliver ultrafast download speeds up to 1Gb. You’ll be hard pushed to find many other packages this fast elsewhere. This is due to the fact it uses its own FTTP (Fibre To The Premises Network).
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What is FTTP broadband?
Fibre optic broadband is a service that provides fast internet speeds using fibre optic cables. It’s much faster and more reliable than ADSL broadband, which uses copper telephone wires.
Fibre optic broadband is now available in every part of the country, and for a basic package, it never costs much more than slower ADSL per month.
The majority of fibre broadband deals are also known as FTTC or ‘Fibre-To-The-Cabinet’ Broadband. This is available on the BT Openreach network. FTTC uses fibre optic cables that connect to your nearest telephone cabinet. Keep an eye out for the green boxes you see on the side of the road - those are the cabinets.
From the cabinet to your home, data then carries on across the same copper telephone wire as a standard ADSL broadband service.
Fibre broadband is also sometimes referred to as ‘Superfast’ broadband. With fibre you can expect to receive a minimum speed of 35Mb.
However, coverage across the United Kingdom is currently very limited, and if you’re moving home, you may unfortunately need to accept you have no choice but to cancel your agreement with Hyperoptic.
Even if you're staying put and still enjoying making the most of these hyperfast speeds, there may be times when you have issues with your broadband service. For example, you may need help with your activation, or you need to get in touch to discuss billing issues.
Over the course of this page, you’ll find all the different ways you can get in touch with Hyperoptic for a speedy solution.
Hyperoptic phone support
No matter the day of the week, or time, you can contact customer support. Its lines are open 24 hours a day, 7 days a week. The phone number for Hyperoptic’s Home Broadband Support Team is 0333 332 1111. Alternatively, you can leave a message on the ‘Contact Us’ page and a member of the customer service team will get back to you.
Hyperoptic broadband postal address
For a speedy resolution, it’s best to contact customer service via phone or by submitting a ticket through ‘My Account’. However, if you’re having ongoing issues, and you’d like to raise a complaint, it may be best to put your concerns in writing. If you're sending a letter, make sure you mark your correspondence with the word ‘Complaints’ and send it to:
Hyperoptic Ltd,
Kings House,
174 Hammersmith Road
London
W6 7JP
You can also email [email protected]. Or, for more general assistance, [email protected].
How to check Hyperoptic service status - is Hyperoptic broadband down?
You can check your service status at any time by accessing ‘My Account’. The live service status monitor will show as either green, orange or red. If your connection is disrupted, or there’s planned maintenance work coming up, you can check when this is expected to be resolved here too.
If you’re having issues with your broadband speed, there are a few things you should check before getting in touch with customer service.
First of all, make sure there are no obvious errors with your Hyperhub router. Reboot all of your connected devices, and then the Hub. If you’re still having issues, there may be a fault with your landline or the problem could be with Hyperoptic.
You'll find Hyperoptic's Twitter / X account at @Hyperoptic. The Customer Service team regularly posts updates if there are any known issues with the service.
You could also use a site such as Downdetector. This will show you if there have been any other outage problems reported in the last 24 hours.
For more help, check out our guide to troubleshooting broadband.
You can also browse through the selection of Hyperoptic FAQs found at www.hyperoptic.com/help.
How to check Hyperoptic coverage if you’re moving home
If you’re moving home, it’s vital to check whether your new address is served by Hyperoptic. Coverage is very limited across the UK. If you’re moving to new premises Hyperoptic can’t serve, you’ll have to give 30 days’ notice, and a service termination fee will apply.
So you know where you stand before you get in touch, you should check out the Hyperoptic Coverage Map. By entering your new postcode, you’ll be able to confirm whether you can still make use of your fibre broadband package.
How to complain about Hyperoptic
Get in touch via Twitter / X and Facebook
Social Media can be a great place to get a quick answer. You can also browse through to see if other Hyperoptic customers have been experiencing similar issues.
You can send a message to Hyperoptic on Twitter / X, Instagram or Facebook. The Hyperoptic Customer Service Team manage these accounts between 8am-6pm Monday to Friday.
Speak to customer services
The Hyperoptic support phone service is available 24 hours a day, 7 days a week. You can speak to a member of the customer service team by calling 0333 332 1111.
Complain in writing
Hyperoptic Ltd,
Kings House,
174 Hammersmith Road
London
W6 7JP
Make sure to clearly mark that your letter concerns a complaint.
Hyperoptic is signed up to the Ofcom broadband speed code of practice. This means existing customers should receive compensation for many issues including delayed repairs, missed engineer appointments and delays with starts for new customers.
If you’re unhappy with the service or resolution you’ve received from Hyperoptic, and you’ve exhausted all other avenues, you can complain to Ofcom in writing:
Ofcom
PO Box 1285
Warrington
WA1 9GL
Complaining about Hyperoptic broadband Ombudsman Services: Communications
Alternatively, if you aren’t happy with any final resolutions, and it’s been over 8 weeks since you raised a complaint, you can get in touch with its Alternative Dispute Resolution Scheme.
To learn more about how to complain about broadband, read our in-depth guide.
Can't get Hyperoptic at your new address? Switch now!
If you’ve had to accept you can’t move your Hyperoptic service to your new address, you may have to cough up for an early cancellation fee.
Avoid paying over the odds for a new internet service provider on top of this lump sum with these great broadband deals.
You can also use these comparison tables to find an alternative, speedy broadband provider if you’ve realised you’ve not been making use of Hyperoptic’s Ultrafast Tariffs.
Simply enter an address to find what other offers are available in your area
Interested to see a few alternative speedy broadband deals at a glance? Here are some of our current favourites:
To help with the cost of early termination, it's worth noting that, just as Hyperoptic offers a switching credit deal, you can also get a credit for switching early to Sky Broadband and Vodafone Full Fibre 900.
For more help, visit our guide, 'Sky Switch Credit and other broadband switch offers'.