Refund for Hyperoptic service that never worked
If you signed up for Hyperoptic internet but the service never worked, or stopped working shortly after activation, you don't have to pay for something you can't use. UK consumer law protects your right to receive the service you paid for, or get your money back. We'll show you how to claim a refund.
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Build my claim →Your rights
Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. If Hyperoptic failed to provide a working internet service, they are in breach of contract. You are entitled to a repeat performance of the service at no extra cost, or if that's not possible or not done within a reasonable time, you have the right to a price reduction, which can be up to 100% of the cost, meaning a full refund.
Step by step
- 1Contact Hyperoptic's customer support directly, explaining clearly that the service you paid for is not working and you wish to claim a refund. Provide specific dates and details of when the issue started and any troubleshooting steps you've already taken.
- 2Keep a detailed record of all communications, including dates, times, names of representatives you spoke to, and a summary of what was discussed. Save any emails, chat transcripts, or reference numbers given.
- 3If your initial contact doesn't resolve the issue, escalate your complaint through Hyperoptic's formal complaints procedure. State that you believe they are in breach of the Consumer Rights Act 2015 and request a full refund.
- 4If Hyperoptic fails to resolve your complaint within eight weeks, or you're unsatisfied with their final response, you can take your case to the Ombudsman Services: Communications. This is a free, independent dispute resolution service that can make binding decisions.
What they'll say, and your comeback
“The issue is with your equipment, not our service.”
Comeback, My equipment was working fine before your service, or it works with other connections. The problem began with your installation or activation, indicating a fault on your end.
“We need more time to investigate and fix the problem.”
Comeback, I understand, but a reasonable amount of time has passed, and I am still not receiving the service I paid for. Under the Consumer Rights Act 2015, I am entitled to a price reduction or refund if the service isn't provided with reasonable care and skill.
“You are still within your contract period, so you can't get a full refund.”
Comeback, My contract is for a working internet service. Since Hyperoptic has failed to provide this, you are in breach of contract, and I am entitled to a refund for the service not rendered.
FAQ
What if Hyperoptic offers a partial refund?
If the service was completely unusable, you should push for a full refund for the period it didn't work. A partial refund might be acceptable if the service was intermittent but still somewhat usable, but for a non-working service, a full refund is appropriate.
Can I cancel my contract without penalty if the service isn't working?
Yes, if Hyperoptic is in breach of contract by failing to provide a working service, you have the right to cancel the contract without penalty and demand a refund for any period you paid for but received no service.
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A self-serve tool, not a law firm. General information, not legal advice.