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Hyperoptic help and troubleshooting

Experiencing problems with your Hyperoptic broadband and phone service? Here’s how to find a solution, contact the provider, and get your issue resolved – and who to contact next if all else fails.

Hyperoptic help number, sales number, and billing number

For any and all queries, you can contact Hyperoptic through their main customer service number.

  • Home broadband: 0333 332 111
  • Business broadband: 0203 318 8216

Representatives are available 24/7, every day.

Hyperoptic help online and online chat

The 'help' section of Hyperoptic’s website is packed full of articles and resources to help you with troubleshooting.

You can also sign in to My Account, and get direct help from the support team by submitting a ticket.

The live chat feature is available on most pages of the website too, with customer service reps available 24/7.

Or, you can fill out the web form on the Contact Us page to receive a reply later.

And, of course, you can email support@hyperoptic.com. Again, the account is monitored 24/7 by the customer service team, so you can expect a speedy response in most circumstances.

Hyperoptic broadband down? Here’s what to do.

Start by resetting your router – it’s the easiest way to solve the majority of home broadband issues.

If that doesn’t work, check the service status for Hyperoptic in your area. You can do so either in My Account on the provider’s website, or with an independent broadband outage map.

If an outage has been reported, all you can do is sit back and wait for it to be fixed. You can contact Hyperoptic using one of the methods above if you want more information.

If no outage is reported, contact Hyperoptic customer service. They’ll investigate, and either look into fixing the problem or help you troubleshoot it.

Hyperoptic complaints

You can see Hyperoptic’s full complaints procedure and code of practice on their website.

For any complaints and problems, you should start by contacting customer service using one of the methods above. If your problem isn’t resolved, you can escalate it further as a complaint.

How to solve a Hyperoptic complaint the right way

First, contact Hyperoptic customer service. A representative will try and solve the issue for you, with an aim to do so within 48 hours.

If you aren’t happy with the resolution or with how it was handled, you can escalate it to the complaints department. Do so by email (complaints@hyperoptic.com) or by post:

Hyperoptic LtdKings House174 Hammersmith RoadLondonW6 7JP

The company will respond within 10 working days. If they get no response back from you within 28 days, they’ll assume it’s considered resolved – so if you’re not satisfied, make sure you reply.

Didn’t get your problem resolved?

If you can’t find a happy resolution directly with Hyperoptic, the next step is to contact the Ombudsman Services. They’ll act as independent dispute resolution.

Time to change broadband provider?

Out of contract and tired of broadband issues? It could be time to switch broadband provider.

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