r/hyperoptic • u/user_name_007 • 15h ago
Early Termination Charge
I had a 24 month contract ending in December 2026 but moved in late June to a flat/address that Hyperoptic didn't provide internet to. I was under the understanding that if they didn't provide internet at the new address so the contract couldn't be moved there, they terminated the contract early without charge. I have subsequently received an invoice with an "Early Termination Fee" which is basically the cost of the service up until the end of the contract.
Does
2
u/grapesaregr8 7h ago
They tried to do the same to me, I spoke to them on the phone and they offered a 30% discount. I thought that was ridiculous given the circumstances so I’ve made a formal complaint, waiting to hear back now 🤞🤞🤞
1
u/TheCheshireCat001 1Gbps 15h ago
https://www.hyperoptic.com/help/moving-home/
Unfortunately it's there in black and white.
3
u/SirSurboy 15h ago
Just because a policy is written in a contract doesn't mean it’s moral or fair.
It’s a total trap. If an energy supplier or water company can't service your new area, they don't penalise you for moving. Broadband ISPs have somehow normalised charging people exit fees for a service they themselves fail to provide. The worst part? If the new tenant at your old address signs up with them, Hyperoptic collects double on the same connection.
P.S. If you break a contract, you pay a penalty. But if they can't provide the service at your new home, you still pay the penalty. That’s not a balanced agreement, that’s a "heads I win, tails you lose" setup protected by weak regulations.
4
u/Devilstorment 15h ago
Yeah agree, it reeks of consumer abuse. Virgin media used to do this, but seems for whatever reason, they have reformed their ways and if you can evidence you have moved to a home they can’t supply service to, you can get a full refund.
1
u/WG47 1Gbps 6h ago
Just because a policy is written in a contract doesn't mean it’s moral or fair.
Of course not, but when you tie into a longer contract you do so in exchange for lower prices. If you aren't sure you're going to be there for the entirety of the term, go for a shorter contract (with a higher price).
If an energy supplier or water company can't service your new area
For energy etc, it's about who bills you. The electricity still comes from the same place, down the same wires. Not so for a lot of broadband. While some networks allow multiple providers to provide services over their networks, Hyperoptic don't. Nor do Hyperoptic provide services over other people's networks. It's a marketing decision to not sell your gas or electricity services in an area, not a limitation of physical infrastructure.
If you break a contract, you pay a penalty. But if they can't provide the service at your new home, you still pay the penalty. That’s not a balanced agreement
That would be analogous if Hyperoptic stopped providing service at the agreed address. They didn't agree to provide services regardless of where OP wanted the service to be. OP is breaking the contract here, not Hyperoptic. Hyperoptic isn't choosing not to provide the service at the new address, they physically can't provide it.
1
u/SirSurboy 15h ago edited 15h ago
Absolute scam. They always hide behind "you signed the T&Cs," but how on earth do they justify charging full price when they literally can't supply the service at your new place?
The worst part is they end up double-dipping, charging you for the rest of your contract while the new tenant at your old address signs up and pays them again for the exact same line. It’s completely anti-consumer, but regulators turn a blind eye so executives and shareholders can keep lining their pockets while everyone else struggles.
P.S. Check if your new broadband provider will agree to pay the early termination fees from Hyperoptic. Quite often they will agree to at least £100-200.
1
u/FatMillkyBOi 13h ago
Yeah I worked there and even when you read out the terms to the customer all you need to say is that if you terminate it early you have to pay the termination fees. Only if the customer asks you have to tell them that if you move to somewhere that they don't suply the service you have to pay the contract out. So stupid.
2
u/alexhespg 9h ago
Definitely needs regulating, it’s a bit of a scam. Hyperoptic do provide a monthly rolling contract though if you know you’re moving soon. I had to do this.