What to do before cancelling Hyperoptic Broadband
Before making any hasty moves, you should check your broadband contract to see if you’re still in your minimum agreement term. Unless you’re on a monthly rolling package, most Hyperoptic broadband deals will tie you in for 12-24 months. If you try to cancel within this time, it’s likely you’ll be charged an early termination fee.
Check your contract
Check the small print of the contract you signed when you agreed to Hyperoptic’s terms and conditions.
If you’re at all unhappy about your broadband service and the speeds you’re receiving, as long as you’re within your ‘Satisfaction Period’, you can cancel easily within the first 30 days. You’ll be charged an Order Cancellation Fee, covering the cost of the services you’ve used so far.
If this time's passed, and you’re within your minimum commitment, the fee will be either £20, or your monthly package charge for every month remaining on your contract - whichever is less. If you’re a bundled broadband and phone service customer, the rules will be the same, apart from that base price rising to £25.
There's no service termination fee for Hyperoptic's monthly rolling packages.
Find a new broadband deal
Unless you’re cancelling because you no longer need broadband, you’ll need to look for a new service and provider.
Spend some time taking a look through the most current deals. Bear in mind, you might be hard-pushed to find another provider in your area who offers such a fast broadband speed.
Hyperoptic's coverage is very limited, so it may be likely you can't get coverage in your new home. If this is the case, you may find your most obvious choice for another ultrafast service is to switch to Virgin Media.
Finding a new provider is simple with Broadband Genie. To get started, enter an address and find out what’s available in your area:
Looking for a fast alternative to Hyperoptic? Here are some other speedy broadband deals available in the UK right now:
How to cancel Hyperoptic Broadband
If you’re out of contract: cancelling Hyperoptic for free
If you’re no longer tied into a contract, cancelling your Hyperoptic agreement will be easy. However, it requires 30 days’ notice of any cancellation - and that's the same even if you're on a monthly rolling package.
If you have any questions, you can get in touch with the Customer Service team at [email protected], or by calling 0333 305 1022. You can also get in touch with the Customer Support team by submitting a ticket through the ‘My Account’ section on the Hyperoptic website.
Cancelling Hyperoptic if you’re still in contract
We’ve already discussed the fees for cancelling your Hyperoptic service if you’re still in contract. We’ve also mentioned that national coverage is very limited across the UK. If you’re moving to a new property that Hyperoptic can’t serve, the cancellation term of either 30 days’ notice (after your minimum period), or payment of the service termination fee will apply.
Cancelling Hyperoptic if you’re moving home
If you cancel your Hyperoptic broadband before your contract term is over, you might be charged an early termination fee.
If you're moving, you may find you can't take your Hyperoptic broadband package with you. It's currently only available in London a few other locations (including Sheffield, Newcastle, Birmingham and Nottingham).
If Hyperoptic can't provide services at your new address, you'll have to pay a service termination fee. This will depend on the amount of time left on your contract.
For more help, you can get in touch with Hyperoptic's customer service team on 0333 332 1111, or email [email protected].
What is Hyperoptic’s notification period?
You’ll need to give Hyperoptic 30 days’ notice to cancel your contract.
Do I need to return my Hyperoptic router?
Your Hyperhub Wi-Fi router remains the property of Hyperoptic for the duration of your contract, so you’ll need to return this when you cancel.
There's a £70 replacement fee if you fail to return a Hyperhub when requested.
Can I cancel for free if my Hyperoptic broadband is too slow?
Hyperoptic signed up to Ofcom's Voluntary Code of Practice for Automatic Compensation in 2019. This means existing customers will receive compensation for delayed repairs, missed engineer appointments and delays with starts for new customers. It also makes it easier to argue for a free cancellation if you’re consistently receiving lower average speeds than the broadband package you signed up for.
As always though, you should get in touch with a member of the Customer Service team on 0333 332 1111 or email [email protected] if you’re experiencing difficulties, and you’re still within your commitment period.
If you’d like to put your concerns in writing, you can send a letter (marked ‘Customer Support’) to:
Hyperoptic Ltd,
Kings House
174 Hammersmith Road
London
W6 7JP
If you remain unhappy about your complaint, and you want to escalate this in an attempt to cancel your broadband, you can email [email protected].
You can view Hyperoptic's Complaints Code of Practice in full on its website.
For more information on how to put a case together if you're unhappy with your broadband, check through our 'how to complain about your home internet' guide.