How To Cancel Hyperoptic Broadband: Exit Fees & How To Leave

How you cancel your Hyperoptic service depends on whether you're moving to another provider. Find out about the cancellation process and about any exit fees that might apply.

If you’d like to cancel your Hyperoptic Broadband service, there are several ways to do this. It depends on whether you’re changing to a different broadband provider, whether you’re moving to another address or whether you’re cancelling for an entirely different reason.

In this article, we’ll explain how you can cancel your Hyperoptic Broadband service and any exit fees that might apply when you end your Hyperoptic service. We’ll also look at some alternatives to cancelling such as improving your wi-fi network coverage and speeds or adding an extra line from a different provider.

How To Cancel Your Hyperoptic Broadband Service

The way you cancel your Hyperoptic service depends on which of the following situations you’re in:

• I’m changing to another broadband provider
  You'll need to cancel your Hyperoptic service at the same time as signing up for your new provider.
• I’m moving to a different address
  You can use Hyperoptic’s home move process to take your Hyperoptic Broadband service to another address.
• I’m cancelling Hyperoptic Broadband for another reason
  You’ll need to use Hyperoptic’s standard cancellation process which involves giving them a call.

Changing Broadband Provider

If you're changing another broadband provider, you'll need to contact Hyperoptic to let them know. You'll need to go through their standard cancellation process as this won't be done for you when you sign up to your new provider.

Moving Home

If you’re moving home, it might be possible to transfer your broadband package through Hyperoptic’s home move service. They’ll set up a broadband service for you at your new address and your existing contract will be moved over.

Unfortunately, Hyperoptic's home move service is only available when you move to a different flat in the same building. If you're moving to a different building, you'll normally be handled as if you were a new Hyperoptic customer (meaning you might still need to pay an early exit fee when you move).

Please note that the services and download speeds available at your new address may be different to those at your current address. You should be told about this before you transfer your service over. If you’re unable to get a Hyperoptic service at your new address, you'll still be liable for paying the regular termination charge.

Other Reasons

If you’re cancelling your broadband service for any other reason, you’ll need to contact Hyperoptic to cancel your service. You’ll need to pay an early termination charge if you’re still within the minimum term of your contract with Hyperoptic.

Early Exit Fees on Hyperoptic

If you cancel your Hyperoptic service during the minimum commitment period (normally the first 12 months), you’ll need to pay a £20 service termination fee for a broadband-only service and a £25 service termination fee for the broadband and phone service.

Alternatively, if the remaining charges for your minimum commitment period are less than this, you’ll only be charged the remaining amount as your service termination fee.

In some cases, it might be possible to cancel your Hyperoptic service without paying an early cancellation fee. You can do this if the speed of your broadband connection is slower than the minimum guaranteed download speed you were quoted when you signed up to the service. Alternatively, it might also be possible if Hyperoptic were to increase your charges by more than the amount stated when you signed up for your plan.

Alternatives

There are several alternatives to cancelling your Hyperoptic Broadband service:

• If you’re suffering from poor download speeds, this might be due to your wi-fi network instead of the broadband connection itself. It’s worth making sure before you cancel your broadband service – simply attach a wired device like a laptop to your Hyperoptic hub using an Ethernet cable. You can improve your home wi-fi network performance with a wi-fi repeater or mesh networking solution such as BT Whole Home Wi-Fi or Google Wi-Fi.
• If you’d like an additional broadband line, you can also sign up to Three Broadband or an Openreach-based provider like BT, Sky and TalkTalk without cancelling your current Hyperoptic service. This will allow you to benefit from having an additional broadband service without the need to cancel your Hyperoptic service. You can also avoid paying an early termination fee to Hyperoptic.
• If you’re moving home, it might be possible to take your Hyperoptic connection with you. See Hyperoptic's home mover web page for more information.

More Information

For more information, see our guide on how to cancel your broadband service. Alternatively, see the official Hyperoptic website for more information on how to cancel your Hyperoptic service.