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GENERAL SUPPORT ENQUIRIES

GENERAL SUPPORT ENQUIRIES

Please bear with us


As you might be aware, there is strike action affecting the collection and delivery of Royal Mail parcels on the 13th October, 20th October, 25th October, 2nd-18th November and 1st-2nd December.

If you’re expecting a delivery from us around this time (for example, a Hyperhub router, battery back-up unit or Total Wi-Fi Minihub etc.), it may unfortunately take a little longer to arrive – but we’ll do everything we can to get it you as quickly as possible.


Switching between Hyperoptic packages

If you’re on a monthly rolling package and want to switch to a 12-month package, just let us know and we’ll take care of it.

If you’re on a 12-month package and switch to monthly rolling, our standard termination fees will apply (these depend on how long you’ve got left of your 12 months).

Can I change my package speed?

Yes, you can.
You can change up your connection speed once a month.
This will start a new minimum commitment period and your package change will be reflected on your next bill.

When does my minimum period start?

Your minimum period starts on the day your service is activated and lasts for the length of time you selected when picking your package (for example 12 months).

Once you place your Hyperoptic order, our Terms of Service apply.

Need to cancel your service?

We’re sorry to hear you’re thinking of leaving us but understand there are reasons why you might need to cancel your Hyperoptic service.
In line with our Terms of Service, we need 30 days’ notice of your cancellation.

If you’re on a 12-month package and are planning to leave before your commitment period ends, cancellation charges will be applied for each month remaining on your package, plus any outstanding charges.

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