How to Contact Hyperoptic Customer Service

Need assistance with your Hyperoptic broadband? This guide to Hyperoptic customer service will help you find the quickest way to contact Hyperoptic. No matter if you prefer to call the Hyperoptic contact number, send an email, or even get in touch with the provider via the Hyperoptic live chat feature. Keep on reading to find the best contact method for you.

Hyperoptic Customer Service

Unusually for a broadband provider, Hyperoptic customer service is available 24-hours a day, seven days a week. This is a far cry from providers such as TalkTalk, Bt Broadband, Virgin Media, or one of the other big-name Broadband Providers that have limited availability for contacting them.

The only exception to the Hyperoptic customer service hours 24/7 availability is its social media contact options  which are available from 8am-8pm, seven days a week.

Is Hyperoptic Any Good? If you want to know how good Hyperoptic Broadband is, head over to our dedicated Hyperoptic Review page to find out.

Hyperoptic Contact Number

Available 24-hours a day, seven days a week, you can use the Hyperoptic contact number to speak to one of the Hyperoptic customer service representatives or technical support team. Whilst the Hyperoptic contact number isn’t a freephone number, it shouldn’t cost you more than a local rate call - which might be included if you have a call package deal from your Landline or Mobile Network.

In the table below, you can find the Hyperoptic contact number for both residential and business customers.

Hyperoptic Live Chat

Another excellent Hyperoptic contact method is the Hyperoptic live chat. Using this option to contact this provider means you don’t need to call any Hyperoptic phone number or wait on hold, simply navigate to the Hyperoptic website and hit the chat button to get your query resolved quickly and efficiently. Again, the Hyperoptic live chat option is available 24-hours a day, seven days a week.

To use the Hyperoptic live chat, follow these steps:

1. Go to the Hyperoptic website
2. Hit the orange “chat” button at the bottom right-hand corner
3. Enter your name and email address, or sign-in with Facebook or Google
4. Choose the department you would like to chat with from the list:
   • Business Orders
   • Residential Orders
   • Account Admin Support
   • Billing Support
   • Installation Support
   • New Orders & Service Activation
   • Business Support
   • No Connection and Connection Issues Support
   • Landline Support
   • Renewals and Cancellation Requests
5. Finally, write a brief message
6. Press “Start chat”

After a few moments, you will be connected to a Hyperoptic live chat representative. We should mention that in some instances, you might see (offline) next to the department and that you cannot select it from the list - if you urgently need to contact that Hyperoptic customer service department, you should instead use the Hyperoptic phone number which is listed above.

When Is Hyperoptic Live Chat Available? Hyperoptic live chat is available 24-hours a day, seven days a week via the Hyperoptic website. Alternatively, you can chat via social media such as the Hyperoptic Twitter or Facebook pages.

Hyperoptic Twitter And Facebook

A simile to live chat is through social media via either of the Hyperoptic Twitter or Facebook accounts. Whilst the availability is only from 8am to 8pm seven days a week, it might be more suitable for some customers who prefer to use social media - especially if you’d like to make a public tweet to the Hyperoptic Twitter account.

We’d also recommend taking a moment to follow Hyperoptic on social media to be kept up to date with any outages or special offers.

Hyperoptic Support

With its 24/7 customer service, Hyperoptic support is always available in case of broadband issues. If you have a problem with your broadband, Hyperoptic support recommends that you first check its complete FAQ knowledge base on its website before you contact the provider. In the Hyperoptic support FAQ you can find answers to common topics such as:

• Billing and invoicing
• General support
• Installation process
• Moving home
• Phone service
• Refer a friend
• Router
• Speed
• Technical support

Is Hyperoptic Down?

If you haven’t got an internet connection, and you’ve followed the suggestions in the FAQs, such as restarting your router, you will need to check the Hyperoptic service status to find out if Hyperoptic is down. The service status can be accessed by logging into My Account on the Hyperoptic website.

Once you’ve logged in, you will be able to see the Hyperoptic service status. There will also be any information about Hyperoptic outages or planned maintenance, along with information regarding when the problem will be resolved. The Hyperoptic service status will show as green, orange, or red depending on the current status of your connection.

Hyperoptic Support Email

Despite operating 24-hours a day, seven days a week, we’d only suggest contacting the Hyperoptic support email if your enquiry is less urgent as replies might not be instantaneous during busy periods. The good thing about the Hyperoptic support email is that you can use it to send attachments such as screenshots of a bill or a short video showing your problem. Use the Hyperoptic support email below to send a message.

Hyperoptic Address

The last contact method is the Hyperoptic address, definitely the slowest method of contact, but if you need to communicate something of importance then it might be the option you’re looking for. If you do decide to send correspondence to the Hyperoptic address, be sure to include the following information:

• Your Hyperoptic account number
• The installation and/or billing address
• Contact information

We’d also suggest any correspondence you send to the Hyperoptic address is sent via signed-for delivery to ensure you have proof that it was delivered. The Hyperoptic address is listed below.

Hyperoptic Ltd
Kings House
174 Hammersmith Road
London, W6 7JP

How To Make A Hyperoptic Complaint

Ofcom requires all internet providers to have a Complaints Code of Practice that explains exactly what you can expect from the provider in the event of a complaint. In this section we will break down the steps you need to take when making a Hyperoptic complaint.

First of all, you will need to contact the Hyperoptic customer service who will attempt to resolve your complaint right away. You can get in touch with Hyperoptic customer service using any of the contact options we’ve mentioned above. When you contact Hyperoptic customer service, state clearly what your complaint is and how you would like it resolved.

If you’re making your Hyperoptic complaint by email or post, you can expect a response within 48-hours of the provider receiving your complaint.

After you’ve made the initial complaint, and you’re not satisfied with the response, you can request that your complaint be escalated. You must do this by writing to Hyperoptic or sending an email to [email protected]. You should receive an acknowledgement within 48-hours and a response within 10 working days. The Hyperoptic complaints team will investigate your complaint and try to resolve it successfully.

It’s important that you reply to any communication that Hyperoptic sends to you regarding your complaint, otherwise your case will be closed and marked as resolved after 28 days.

Finally, in the event that you're still dissatisfied, you can escalate your complaint to the Telecommunications Ombudsman. However, this can only be done after eight weeks have passed since you made the initial complaint or if Hyperoptic have sent you a “deadlock letter”.

You can contact the Ombudsman in any of the following ways:

• Phone: 0330 440 1614
• Email: [email protected]
• Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
• Website: https://www.ombudsman-services.org

If you’re getting in touch with the Ombudsman by phone, you should know that its opening hours are Monday to Friday from 8am until 8pm and Saturday from 9am until 1pm.