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:

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.

Your new ISPCan you switch without speaking to Hyperoptic?
Moving from Hyperoptic to BT Broadband You'll need to contact Hyperoptic as well as signing up to BT Broadband
Moving from Hyperoptic to Community Fibre You'll need to contact Hyperoptic as well as signing up to Community Fibre
Moving from Hyperoptic to EE Broadband You'll need to contact Hyperoptic as well as signing up to EE Broadband
Moving from Hyperoptic to Now Broadband You'll need to contact Hyperoptic as well as signing up to Now Broadband
Moving from Hyperoptic to Plusnet You'll need to contact Hyperoptic as well as signing up to Plusnet
Moving from Hyperoptic to Post Office Broadband You'll need to contact Hyperoptic as well as signing up to Post Office Broadband
Moving from Hyperoptic to Shell Energy Broadband You'll need to contact Hyperoptic as well as signing up to Shell Energy Broadband
Moving from Hyperoptic to Sky Broadband You'll need to contact Hyperoptic as well as signing up to Sky Broadband
Moving from Hyperoptic to SSE Broadband You'll need to contact Hyperoptic as well as signing up to SSE Broadband
Moving from Hyperoptic to TalkTalk You'll need to contact Hyperoptic as well as signing up to TalkTalk
Moving from Hyperoptic to TalkTalk UFO You'll need to contact Hyperoptic as well as signing up to TalkTalk UFO
Moving from Hyperoptic to Three Broadband You'll need to contact Hyperoptic as well as signing up to Three Broadband
Moving from Hyperoptic to Virgin Media You'll need to contact Hyperoptic as well as signing up to Virgin Media
Moving from Hyperoptic to Vodafone Superfast You'll need to contact Hyperoptic as well as signing up to Vodafone Superfast
Moving from Hyperoptic to Vodafone Gigafast You'll need to contact Hyperoptic as well as signing up to Vodafone Gigafast

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, this would also be possible if Hyperoptic were to increase your charges by more than the rate of inflation.

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.

Your Comments 5 so far

We'd love to hear your thoughts and any questions you may have. So far, we've received 5 comments from readers. You can add your own comment here.

  • Lawrence Brennand said:

    My talk talk contract ends mid November for broadband and unlimited calls package. If I take extended holiday from January for four months could I suspend charges, or another way to not pay whilst away

    • Hi Lawrence,
      Thanks for your comment. As far as I know, it isn’t possible to ‘pause’ your broadband service with TalkTalk, or anything along those lines. This means you’ll unfortunately need to cancel your service and then resume once you’re back from holiday as a new customer.
      Ken

  • My Sky broadband contract ends on the 27th Sept 2020 and a new provider has offered me a change over date of the 2nd of September. Will I have to pay early terminations fees? I can’t find anything on the Sky website which explains how close to the end of your contract you can get without being charged. Am I switching too early or am I Ok to switch today 18th Aug 2020?

    • Hi Paul,
      Thanks for your comment. You can cancel your Sky Broadband plan at any time, but you’ll be charged an early termination fee for the period between your cancellation and the 27th September. For instance, if you were to change over the 2nd September, you’d pay a pro-rated termination fee covering 25 days of usage. I’m not sure what plan you’re on but assuming it’s Superfast, this will be somewhere in the region of £10.34.
      Ken

  • Couple of things to take note, ISP’s like TalkTalk are now charging for use of their email if leaving, and the charges are not cheap, although OfCom have made comments about fair charges nothing has happened, so it makes more sense than ever to use Google’s GMail or MS’s Live, or a email client with reasonable charges.
    Also AFAIK if moving to BT they will pay more than EE to pay off early termination charges.

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