Hyperoptic: from registering your building to set-up

Hyperoptic's checker works address by address: enter your postcode and pick your address, flat number included. If it's available you'll see the packages, contract options and add-ons and can order online. If your address is missing, Hyperoptic gives four common reasons: it's a new build, the address recently changed, the building isn't yet in its systems, or there's a formatting issue. Check the postcode and closest match, then contact support with your full address, building name or number and flat number. Our guide to what to do when your address isn't found covers the same problem with other checkers.

For a new-build flat, Hyperoptic says developers and property managers often work with it during construction, but addresses can take time to appear online. Contact support with your full address, the developer's name and the expected completion date if you know it. Our new-build home broadband guide explains why new addresses lag behind.

If Hyperoptic isn't available, you can register interest with your name, email and full address. Hyperoptic says this keeps you informed about its expansion plans, tells you if the service becomes available and helps it understand demand; you can unsubscribe at any time.

It promises nothing, though. Hyperoptic says registering doesn't guarantee the service will arrive and that it can't give exact dates. It lists what availability depends on: local demand; building permissions and wayleave agreements (a wayleave is a written agreement in which the building's owner lets a network install its cables there; see our guide to broadband wayleaves); network planning and construction schedules; and technical feasibility.

Demand is the part residents can influence. Hyperoptic suggests getting neighbours and the building management company to register too, and its moving-home page says the more demand it sees in a building, the faster it can move to install there.

You can register with other networks at the same time. Whichever network you choose, the building owner has to agree; our guide to getting full fibre in a block of flats covers who has to say yes, how to find them and what the law says when they don't reply.

The most detailed public account of the building work is Hyperoptic's Installation Guide, a 2023 brochure its existing-buildings page still linked to in October 2026. We found nothing newer, so treat this as Hyperoptic's 2023 description; methods may have changed.

At the end of stage 4, cables are left coiled in the ceiling void outside each flat or, where possible, terminated in a central communications room. By the time residents order, the cable is waiting just outside, so each flat's own installation is a much smaller job.

For managing agents, the same guide says qualified electricians install the cabinet's power supply, gaps in fire protection are sealed with intumescent (heat-swelling) products, cables in escape routes are supported so they won't fall in a fire, disturbed surfaces are reinstated and residents get progress updates.

Hyperoptic says most customers need an installation appointment, particularly new customers, people moving into a property that has never had Hyperoptic, and anyone whose equipment needs replacing. Some properties already have the equipment and only need remote activation.

If you move into a flat that already has a Hyperoptic wall socket, its moving-home page describes two cases:

• Socket and a compatible router: choose 'Yes, I already have one' when ordering, and Hyperoptic says it should be able to activate you right away.
• Socket but no router: choose 'No, I need Hyperoptic to send me one'. It's delivered within 48 hours and, if you connect it within 24 hours of receiving it, the service should go live straight away or on the date you chose.

The Hyperhub router stays Hyperoptic's property and departing residents are asked to leave it for the next occupant. If the previous occupant's service still seems live, see our guide to broadband still connected from a previous occupant.

To order you need your full address, an email address, a mobile number and payment details, and you can add extras such as Total Wi-Fi and a phone service. Hyperoptic asks you to check the monthly charges, contract length, promotional discounts, installation charges if any and the terms before completing, and says installation charges are confirmed before you finish the order. Online and phone orders may have a statutory cooling-off period; see our cooling-off period guide. If you're on Universal Credit or another qualifying benefit, Hyperoptic's Fair Fibre social tariff includes free installation and activation for eligible customers in certain locations (see our social tariffs guide).

You may be able to order before you move in and pick a go-live day such as your move-in day; our guide to broadband when moving home covers timing.

Booking the engineer

• Once the order is confirmed, pick a date in My Account, Hyperoptic's online account. Dates depend on your location, property type and engineer availability.
• Change the date as early as possible if you need to; Hyperoptic says that gives you the widest choice.
• You can't choose a specific engineer.

Hyperoptic says it can often install as early as the next day, works six days a week including Saturdays, and texts you when the engineer is due. Those are its own claims; your actual dates show in My Account.

Switching from another provider

Hyperoptic advises keeping your current service until its service is installed and working. Under Ofcom's One Touch Switch process, in place since 12 September 2024, you contact only Hyperoptic; your current provider must send you the switching information, including any early termination charges, and the switch happens on the date you choose.

• Permissions. Renters may need the landlord's permission first, and Hyperoptic says the installation may be delayed without it (see our guide to broadband for renters). Building permissions and wayleaves are more common in apartment buildings, new builds and managed properties; Hyperoptic will contact you if action is needed.
• A possible survey. Some properties need a pre-installation survey visit, which Hyperoptic arranges with you.
• Where the equipment goes. Hyperoptic suggests somewhere central, close to a power socket, easy to reach and away from large metal objects and electronic interference. Decide now: moving it later may need another engineer visit.
• Access. The engineer may need utility cupboards, communal areas, external walls and any existing broadband equipment. If there's a locked comms cupboard or a concierge, check with the managing agent how the engineer will get in.
• An adult at home. Someone aged 18 or over must be there to let the engineer in, or a cancellation fee can apply (see below).
• Your old service. Don't cancel it yourself; keep it until Hyperoptic works, or let One Touch Switch handle it.

Hyperoptic says the engineer will confirm the best location for your equipment, install or connect the cabling, set up your router and test the connection. In most cases they discuss router locations with you, and whether they drill depends on the property's existing infrastructure. Its 2023 guide adds that, in a wired block, the engineer fits a Hyperoptic socket and router usually close to existing TV or telephone points and a power socket, drilling a small hole (10mm wide), usually into the ceiling void, to bring in the cable waiting outside your flat. The router, called the Hyperhub, is in most cases hand-delivered and set up by the engineer.

For houses and other networks, see our guide to what to expect on full fibre installation day.

How long it takes: Hyperoptic's pages disagree. Its installation overview says most appointments take one to three hours, and additional work longer; its switching page says 'just 1 hour' and the 2023 guide approximately an hour. Plan around three hours and treat the shorter figures as its best case. Before the engineer leaves, ask whether the service is active now and which lights show it's working.

The engineer usually does this. If you're doing it yourself, the box should contain the Hyperhub, a power supply, an Ethernet cable and a welcome pack. First check the model name on the router and use the matching guide on Hyperoptic's router set-up pages; models listed include the Zyxel EX3501, EX3301 and EX5601, Nokia HA-140W-B and ZTE H3600, H298A and H298N, with a Tilgin HG2381 guide also linked.

Hyperoptic's steps for the Zyxel EX3501 (follow your own model's guide if different):

1. Your flat has either a Hyperoptic wall socket or a fibre converter. Connect the supplied Ethernet cable from the router's WAN port to the wall socket, or to the converter's LAN or LAN1 port.
2. Plug in the power adapter, switch on at the wall and press the router's on/off button.
3. Wait until the WAN and internet lights are green, which may take a few minutes.
4. Connect devices with the Wi-Fi name (SSID) and password on the back of the router. For the best connection, Hyperoptic recommends plugging devices into any LAN port with an Ethernet cable.

If the lights don't settle, our guide to what your router's lights mean can help.

Hyperoptic says service is usually activated automatically and most go live immediately, though some take longer. If yours isn't working: check the cables and that everything is switched on, restart the router, wait a few minutes, check whether My Account says 'Service active', then contact technical support. Once online, try our broadband speed test on a device connected by Ethernet.

If you change your mind, Hyperoptic's charges guide describes a Satisfaction Period up to and including the 30th day your service is first active; cancelling within it means an Order Cancellation Fee covering services used, including installation or activation costs already incurred.

Moving to another flat in the same building is free, with or without an installation. A different building is a new account, if Hyperoptic is available there, and fees may apply.

A Hyperoptic building may also be served by other networks, each with its own building process (see how Community Fibre installs in a block). Our fibre broadband deals page shows live deals from our comparison partner and our broadband deals by area pages show who covers your town. We compare deals but don't place orders or arrange installations, so confirm with the provider that your exact flat can be connected. If your landlord bundles broadband with the rent, see our guide to bulk broadband in flats.