Support Team


Here’s an idea of what will happen on the installation day.

Our engineer will visit
Our professional engineers will be carrying ID so you’ll know it’s us. We’ll also call you the day before to confirm your appointment.

We’ll talk you through everything
We'll ask you where you'd like your router to go and explain what we're doing and why, as we do it.

Our engineer will need to bring our cable into your property from the communal areas. We’ll agree with you where you want the cable to go and we won’t start work until you’re happy. We might need to drill a small hole (just 10mm wide) to bring the cable into your home – so if you don’t own the property you live in, make sure you have permission from your landlord before we arrive.

We’ll connect you to our network
To connect to Hyperoptic’s network, we need to install a Hyperoptic socket (similar to a phone socket) close to cable entry point to your home - usually near your front door. The total cable length supplied during the installation around 10 metres and will be discretely surface mounted.

The HyperHub router will need a power supply so ideally we’ll need to install the Hyperoptic socket near to a power source. If you do not have a power source nearby, you can use an extension power lead or opt for our extension service.

Prefer your HyperHub router in another room?
Our extension service simply extends the length of the cable we supply so that we can install your Hyperoptic socket in to a different area of your property, or in the case that you don’t have a power supply. Prices vary depending on complexity but start from £30 and this would debited against your first invoice.

We’ll check everything is running smoothly
Our engineer will set up your HyperHub router and show you that it working before he leaves. Any questions, don’t hesitate to ask.

Want to know more?
See our FAQs here or call Customer Support on 0333 332 1111 and we’ll do our best to help

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