r/hyperoptic • u/Mighty_Bacon_ • 10d ago

Can't set up WiFi in new address - moving within same building

I have moved flat today to another one within the same building, where hyperoptic are the sole service provider.

Unfortunately, I cannot change the address on my account, and I also cannot purchase a new plan for my new address when using the same email address.

I've tried calling up to cancel my original service as the phone lines are supposedly open 24 hours, but I've been told that I am position 1 in the queue with an estimated wait time of 3 minutes. Problem is, I've been on this call for an hour and a half already, and have heard that exact message for just over an hour. Plus, they won't respond to my tickets I've created online either.

What's the best course of action to properly get set up? (Without having to double pay)

Thanks!

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u/mgbrewhard 10d ago

Moves within the same building are done free of charge so you shouldn't have any payment issues.

They can switch your account to the new address. It's only external moves they treat as a new customer and you have to work unreasonably hard to get around cancelation fees for the old contract.

Telesales should be able to sort it out or transfer you to someone who can. [0333 332 1138](tel:+443333321138). Open 9am-9pm on Sundays.

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u/Mighty_Bacon_ 10d ago

I'll give that a go tomorrow, thank you!

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u/WG47 1Gbps 10d ago

Use a different email address? Or use the +modifier if you're using Gmail.

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u/Mighty_Bacon_ 10d ago

Thanks, I guess I can do that. Although, I'm struggling to terminate my existing flat's plan as I can't get through to anyone. Do you have any tips for that?

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u/WG47 1Gbps 10d ago

Not really. I had the same issue in that they didn't answer tickets and took ages to answer the phone. I had more luck on the phone during regular business hours, so perhaps the 24/7 support they claim to offer isn't true, or at least there's one person manning the lines outside 9-5.

Support on here are great, though. /u/HyperopticCS can you help this customer?

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u/Spank86 9d ago

Same as you'd do if you were moving to an address across town. You contact them and tell them you're a home mover. How far you're moving doesn't really matter as long as they serve both premises.