Cancel Hyperoptic the easy way

Overview

Hyperoptic is a UK full fibre broadband provider focused on multi dwelling units and urban areas. The company supplies residential and business fibre connections with 12-month, 24-month and monthly rolling plans.

Core services

Hyperoptic offers full fibre broadband at 150Mb, 500Mb and 1Gb speed tiers, optional phone add-ons and a social tariff called Fair Fibre for eligible low-income customers with prices from £13/month for qualifying households.

Company facts

Phone

1. Call 0333 332 1111.
2. Provide account name, address and account number if available.
3. State your preferred cancellation date and request confirmation of any charges and equipment return process.
4. Keep the call reference and ask for a confirmation email.

Web

1. Open the official cancellation help page at Hyperoptic - cancel your service.
2. Follow the steps shown or use the contact options to reach Customer Support.
3. When support confirms cancellation, save the confirmation email.

Email

1. Send an email to [email protected] including your full name, address, account number and requested cancellation date.
2. Ask for written confirmation of any charges and equipment return instructions.
3. Retain the sent email and any reply as proof.

Post

1. Write a signed letter with your account details and requested cancellation date to Hyperoptic, 200 Shepherds Bush Road, W6 7NL London, United Kingdom.
2. Send as signed-for post and keep the tracking receipt.
3. When you receive acknowledgement, keep it as proof.

Notes on returns and satisfaction period

If cancelling within the Satisfaction Period (up to and including the 30th day after first activation) you must return any Hyperhub, Minihub and Battery Back-Up Unit(s) in good condition within 14 days via the returns process or you will be charged for their full cost. For equipment return details see the returns section on the cancellation page.

Moving address

If you move within Hyperoptic coverage to another Hyperoptic property you can normally transfer the service; if you move outside Hyperoptic coverage you may cancel by notifying Customer Support and providing proof of the new address such as a tenancy agreement or solicitor's completion statement. Applicable law: Consumer Rights Act 2015.

Price increase

If Hyperoptic increases your contractual price during a fixed-term contract, you may be entitled to terminate if the contract permits termination for price rises. For contracts taken from January 2026 Hyperoptic may apply planned annual price rises of £4 each April. Provide the written price increase notice from Hyperoptic as proof. Applicable law: Consumer Rights Act 2015 and guidance from the Competition and Markets Authority on unfair auto-renewal and changes to core terms.

Death of the subscriber

If the account holder dies, provide a copy of the death certificate and a contact for the executor. Hyperoptic's Terms of Service set out processes for account closure. Applicable law: English and Welsh law.

Legitimate grounds accepted by Hyperoptic

Hyperoptic accepts cancellation within the Satisfaction Period (30 days from activation). If you request work to start during the Satisfaction Period and then cancel, an Order Cancellation Fee proportional to costs incurred will apply. Required proof: activation date and any request records. Applicable law: Hyperoptic Terms of Service and Consumer Contracts Regulations 2013.

End of minimum commitment

When your 12 or 24 month minimum commitment period ends you may cancel without an early termination fee by notifying support. Proof: account details and date. If you cancel before the end of the commitment an early termination fee applies: the lesser of £20 and your agreed monthly charge multiplied by the remaining months (part months pro-rated).

Cooling-off and Satisfaction Period

The statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013 applies to most online or off-premises contracts, with a refund. Hyperoptic also offers a contractual Satisfaction Period of up to and including 30 days from first activation during which you may cancel; if you ordered work to start within the Satisfaction Period you may owe a proportional Order Cancellation Fee. Applicable law: Consumer Contracts Regulations 2013.

Before you cancel: negotiate

Research does not report specific retention offers publicly published by Hyperoptic. To ask for a retention offer call 0333 332 1111 or email [email protected] and request any available discount, speed downgrade or switching to a monthly rolling plan. Say you are considering cancellation and request written details of any retention price or alternative contract length. Keep any written offer as proof.

What cancelling saves you - example maths

We calculate annual cost for real Hyperoptic plans from their published prices:

150Mb Fibre 24-month at £16.00/month: 12 x £16.00 = £192.00/year.

1Gb Fibre 24-month at £26.00/month: 12 x £26.00 = £312.00/year.

500Mb Fibre 24-month at £27.00/month: 12 x £27.00 = £324.00/year.

If you move from the 1Gb plan at £26.00/month to Hyperoptic Fair Fibre social tariff at £13.00/month, yearly saving = (12 x £26.00) - (12 x £13.00) = £312.00 - £156.00 = £156.00 per year.

Cheapest real alternative from competitors: Zen Internet (example consumer full fibre package) is known for no mid-contract price rises; price varies by package. For a concrete alternative price comparison contact the competitor directly before switching.

Key consumer laws

Your rights when cancelling are protected by the Consumer Rights Act 2015 for service quality and unfair terms and by the Consumer Contracts Regulations 2013 for the 14-day cooling-off period on most online or off-premises contracts. The communications regulator is Ofcom and the Competition and Markets Authority monitors unfair cancellation and auto-renewal practices.

Cooling-off vs Satisfaction Period

The Consumer Contracts Regulations 2013 provide a 14-day cooling-off period for online and off-premises sales. Hyperoptic provides a contractual Satisfaction Period of up to and including 30 days from activation; the Satisfaction Period may include charges proportionate to any work you asked Hyperoptic to start.

Escalation steps

Step 1: Complain to Hyperoptic using Customer Support and keep written records. Step 2: If unresolved, contact Citizens Advice for guidance. Step 3: Escalate to the Communications Ombudsman if the dispute concerns telecoms complaints. For card payments, consider Section 75 or a chargeback via your card issuer. Applicable laws: Consumer Rights Act 2015; Consumer Contracts Regulations 2013.

Equipment return

If you cancel within the Satisfaction Period you must return Hyperhub, Minihub and Battery Back-Up Unit(s) in good condition within 14 days of cancellation using the returns process. Failure to return equipment will result in charges for their full cost.

Final billing and refunds

If Hyperoptic owes you a refund it will appear as a credit on your next monthly bill, reducing the amount due. If you are no longer a customer or no further amounts will be billed, refunds will be returned to the bank account used for payment.

Re-activation and fees

Reactivation of a terminated or suspended account costs £10 according to Hyperoptic price guidance. If you cancelled during a minimum commitment period you may owe the early termination fee defined in your contract.

Follow this checklist to make cancellation smooth and to protect your rights.

• Find your account number and billing address.
• Decide your preferred cancellation date and check minimum commitment expiry.
• Contact Hyperoptic by phone 0333 332 1111 or email [email protected] and request written confirmation.
• If mailing, send a signed letter to Hyperoptic, 200 Shepherds Bush Road, W6 7NL London using signed-for post and keep the receipt.
• Return Hyperhub, Minihub and Battery Back-Up Unit(s) within 14 days if within the Satisfaction Period; obtain a returns tracking number.
• Keep all confirmation emails, call references and postage receipts as proof.
• Check your final bill for credits or refund details; expect refunds as a credit to your next bill or to your bank account if no further bills apply.