Cancel Hyperoptic: Easy Method

What is Hyperoptic

Brief overview

Hyperoptic is a UK-based internet service provider specialising in full-fibre broadband and consumer broadband plans. It focuses on delivering high-speed fibre-to-the-building or apartment connections in served buildings.

Relevance to New Zealand readers

Hyperoptic primarily operates in the United Kingdom and there is no public evidence of Hyperoptic providing retail broadband services in New Zealand. This guide explains Hyperoptic cancellation rules and how New Zealand consumers should approach them if affected.

How to cancel Hyperoptic

Primary cancellation options

• Phone: Call Hyperoptic customer support on 0333 332 1111 to request cancellation.
• MyAccount: Submit a support request via your Hyperoptic MyAccount dashboard.
• Email/post: Email Hyperoptic support or use the postal address for formal notices.

Using a provider switch and One Touch Switch

• If you are switching to another provider and use the One Touch Switch process, the new provider can notify Hyperoptic when their service goes live.
• Where One Touch Switch applies, Hyperoptic may waive the standard 30‑day notice and end service on the activation date notified by the new provider.

What happens when you cancel

Service end date and access

Hyperoptic normally requires 30 days' notice and will end service at the end of that notice period.

If you use One Touch Switch and the new provider confirms activation, Hyperoptic may end service on the activation date instead of applying an extra 30‑day period.

Contract terms and equipment

If you cancel before a 12‑ or 24‑month minimum term ends, pro‑rata early termination charges typically apply for each remaining month, plus any outstanding charges.

You may be asked to return equipment (router). Failure to return equipment within the specified timeframe (commonly around 14 days) can result in penalties or charges.

Will I get a refund?

30‑day satisfaction period

Hyperoptic publishes a 30‑day satisfaction period: if you cancel within 30 days of the service first being active, you can leave without exit fees apart from payment for services used.

Other refund considerations and cooling‑off

• Hyperoptic’s published material does not clearly adopt a standard 14‑day statutory cooling‑off period for all circumstances; some customers report disputes over cooling‑off rights.
• If you believe you are entitled to a refund (for example under consumer law or due to faulty service), keep records and raise the request promptly with Hyperoptic support.

Hyperoptic plans and pricing

Availability and currency

There is no evidence Hyperoptic offers retail broadband or NZD‑priced plans in New Zealand as of the latest checks.

Below is a generic summary table; specific plan names and prices vary and may not apply outside the UK.

Your consumer rights in New Zealand

Key New Zealand consumer protections

New Zealand consumers are protected by the Consumer Guarantees Act (CGA) and the Fair Trading Act, which require goods and services to be of acceptable quality and not be misrepresented.

These laws apply to suppliers operating in New Zealand; their reach can be limited for services supplied from overseas.

Dispute resolution and escalation

• If you are in New Zealand and have a telecoms dispute with a provider operating here, you can escalate to the Telecommunications Dispute Resolution (TDR) scheme.
• For wider consumer issues or systemic problems, contact the Commerce Commission or seek help from Citizens Advice Bureau New Zealand.

Customer experiences

Positive feedback

Many customers praise Hyperoptic for fast, reliable full‑fibre speeds and helpful customer service staff during installation and routine support.

Trustpilot reviews show strong ratings for Hyperoptic overall, reflecting positive experiences for many users.

Negative feedback

Some customers report long phone wait times and occasional outages or inconsistent speeds in forums and community sites.

There are customer reports of difficult refund or cancellation experiences in some cases, particularly around cooling‑off disputes.

Documentation checklist

Essential account documents

• Account number and billing account name.
• Service activation date and contract length.
• Recent bills showing outstanding charges or paid dates.

Supporting evidence for disputes

• Copies of emails and chat transcripts with Hyperoptic support.
• Records of speed tests, outage dates/times, and any repair tickets.
• Proof of equipment return postage/tracking or receipts.

Common mistakes

Failing to confirm the cancellation date

Many customers assume cancellation takes effect immediately; Hyperoptic usually requires 30 days' notice unless One Touch Switch is used.

Always get written confirmation of the cancellation date and final billing amount to avoid surprises.

Not returning equipment or missing evidence

Failure to return routers on time can trigger penalties; keep proof of postage or receipt when returning kit.

Also, not keeping emails or timestamps can make disputes harder to resolve - retain copies until the account is fully closed and final charges are confirmed.

Comparative recap

Quick feature comparison

This table compares core cancellation/refund features of Hyperoptic (UK) with typical expectations in New Zealand ISPs. "Varies" is used where practices differ between providers.

After cancelling

Confirm closure and final bill

Obtain written confirmation that your service is cancelled and check the final invoice for outstanding or exit charges.

Confirm whether any direct debits or payments need to be cancelled after account closure.

Helpful links and escalation

• Hyperoptic help and general enquiries
• Hyperoptic - Switch Now / satisfaction period
• Trustpilot - Hyperoptic reviews
• Telecommunications Dispute Resolution (TDR) - New Zealand
• Commerce Commission New Zealand
• Citizens Advice Bureau New Zealand

Address

Cancellation postal address

Hythe House, 200 Shepherds Bush Road, London, W6 7NL.

General contact notes

For telephone contact use: 0333 332 1111 (UK). For formal complaints Hyperoptic have used other postal addresses in the past; send cancellation notices to the address above and retain proof of posting.