Smaller team, UK-based
All Hyperoptic phone and chat agents work from UK contact centres. There is no offshore handoff. With ~250,000 customers across the network, agent caseloads are smaller and average call pickup is well under 60 seconds.
UK call centre, complaints route, Ombudsman path
Hyperoptic customer service
Hyperoptic runs a smaller, UK-based contact centre than the big six ISPs. Independent tests put average call pickup under 60 seconds, Trustpilot sits around 4.5 / 5 across ~52,000 reviews and the published complaints procedure is short and clear. Below is how to reach them, how to escalate if something goes wrong, and what the Ombudsman route looks like.
At a glance
UK-based phone and chat agents
Avg pickup < 60 seconds
Trustpilot 4.5+ / 5
8-week deadlock before Ombudsman
At a glance
- UK-based phone and chat agents
- Avg pickup < 60 seconds
- Trustpilot 4.5+ / 5
- 8-week deadlock before Ombudsman
Customer service
Updated 19 May 2026
How it works
Why Hyperoptic customer service feels different from BT or Sky
Three structural reasons the experience is faster and more straightforward than the big six.
Own engineers, no Openreach
Physical faults are diagnosed and fixed by Hyperoptic\'s own field engineers, not Openreach. That cuts out the supplier-to-supplier ticketing delay that adds days to most BT, Sky and TalkTalk repairs.
No TV or mobile to disentangle
Hyperoptic sells one thing: broadband. There is no TV-platform team, no mobile billing team, no Sport-add-on team. Every agent works on the same product, so fewer tickets get bounced between departments.
Contact
Every way to reach Hyperoptic
Pick the channel that matches your query: phone for faults and cancellations, live chat for billing, email for anything you want in writing.
Customer support
0333 332 1111Mon to Fri 08:00 to 22:00, Sat & Sun 09:00 to 20:00
For existing customers: faults, billing, account changes, complaints, cancellations.
Sales
0333 332 1888Mon to Fri 08:00 to 22:00, Sat & Sun 09:00 to 20:00
For new orders, postcode checks and pre-sale questions.
Live chat
Web only
Same hours as the phone lines, login required
Start a chat from your MyHyperoptic dashboard. Faster than the phone for billing queries.
Email and post
Replies within 48 working hours
Registered office: Boundary House, 91-93 Charterhouse Street, London EC1M 6HR.
Scorecard
What Selectra can publicly verify in 2026
We do not invent customer-service metrics. The numbers below come from sources Selectra can independently check, with the source noted on each row.
| Metric | Hyperoptic, May 2026 | Detail |
|---|---|---|
| Trustpilot rating | 4.5+ / 5 | ~52,000 reviews, May 2026. Highest among the major UK ISPs. |
| Average call pickup | < 60 sec | Independent test calls during business hours pick up below 1 minute. |
| Ofcom complaints table position | Not listed | Below the 1.5% market-share threshold Ofcom uses for its quarterly report. |
| Reviews.io rating | 4.2 / 5 | Smaller sample of ~140 reviews but consistent with Trustpilot. |
| Internal SLA for first response | 24 hours | Hyperoptic targets a first human reply within one working day for written queries. |
| Complaint deadlock window | 8 weeks | Standard Ofcom-mandated maximum before you can escalate to the Ombudsman. |
Complaints procedure
If something goes wrong, here is the four-step route
The procedure is the same one every UK ISP must publish under Ofcom rules. Hyperoptic\'s version is short, and the Ombudsman route at the end is free.
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1
Contact Hyperoptic first
Call 0333 332 1111 or open a live-chat session from your MyHyperoptic dashboard. Give the agent a clear summary of the issue, the date it started and what outcome you want (a refund, a fix, a credit, a cancellation). Ask for a reference number before you hang up.
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2
Escalate inside Hyperoptic
If the first call did not resolve the issue, ask to raise a formal complaint. Hyperoptic's complaints team works from a written ticket, not a phone-call summary. You can also email [email protected] directly. Keep all reference numbers in one place.
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3
Wait for the 8-week deadlock letter
Ofcom rules give Hyperoptic up to 8 weeks to resolve a complaint to your satisfaction. If you do not get a fair outcome, ask for a deadlock letter in writing, or wait the full 8 weeks. Either way, that gives you the right to escalate.
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4
Take it to the Ombudsman
Hyperoptic is signed up to Ombudsman Services: Communications, the free alternative-dispute-resolution scheme for UK telecoms. The Ombudsman investigates independently and its decision is binding on Hyperoptic if you accept it.
FAQ
Hyperoptic customer service, your questions answered
Is Hyperoptic customer service actually good?
Yes, by UK ISP standards. Hyperoptic's Trustpilot score sits around 4.5 / 5 across roughly 52,000 reviews, which is well above BT, Sky, Virgin Media, TalkTalk and Vodafone. Recurring positives are UK-based agents, short phone waits and a smaller, more responsive complaints team. The pattern that does come up is that installation in a new building can be delayed if the freeholder has not signed the wayleave; that is a property-paperwork issue, not a customer-service one, but it lands in the customer-service inbox.
What is the Hyperoptic customer service phone number?
The main customer-support number is 0333 332 1111, open Monday to Friday 08:00 to 22:00 and Saturday to Sunday 09:00 to 20:00. The sales line is 0333 332 1888 on the same hours. Both are 0333 numbers, which means they count as a standard inclusive call from any UK landline or mobile package.
How long does Hyperoptic take to fix a fault?
Most software-level faults (login, billing, router resync) are fixed inside the same phone call. Physical faults (a fibre cable hit by builders, a broken splitter in the building basement) take 24 to 72 hours because they need a Hyperoptic engineer on site. Unlike BT or Sky, the engineer is Hyperoptic's own staff, not Openreach, which usually means a faster turnaround.
Can I cancel Hyperoptic without paying an exit fee?
Yes, in three cases. First, in the last 30 days of your minimum term. Second, if Hyperoptic ever raises the price by more than the £4 fixed mid-contract rise written into your 2026 contract, Ofcom rules give you a 30-day window to leave penalty-free. Third, if you are moving home to an address that Hyperoptic does not cover. Outside those three windows, expect to pay the remaining monthly fees on your contract.
What if Hyperoptic does not resolve my complaint?
After 8 weeks (or a written deadlock letter), you can escalate free of charge to Ombudsman Services: Communications. The Ombudsman is independent of both Hyperoptic and Ofcom, will investigate your case and can order compensation, an apology or a service correction. The decision is binding on Hyperoptic if you accept it.
Does Hyperoptic have a 24/7 helpline?
No. Phone and live-chat support run Monday to Friday 08:00 to 22:00 and Saturday to Sunday 09:00 to 20:00. There is no overnight phone line. Network status and known outages are posted at hyperoptic.com in real time and on the @Hyperoptic X (Twitter) account, which is the fastest way to confirm an out-of-hours outage is on Hyperoptic's side rather than your router's.