Guide to Charges and Fees for Residential Customers

1 Guide to Charges and Fees for Residential CustomersFrom 28th February 20221 Table of Contents33 Introduction Our Contact Details Cancellation & Termination Fees Installation & Activation Fees Miscellaneous Fees 4 Getting Hyperoptic Phone, Phone and Call Plans & Prices Other Call Plans 5 Call Charging 5UK Call Charges 6 International Call Charges 112 IntroductionOur Guide to Charges and Fees for ResidentialCustomers is designed so that you can quickly view and understand our packages and you d like further information or answers to any questions you may have regarding our products and pricing, please contact our customer Support in any of the ways set out under Our Contact Details prices set out in this Guide are our normal Charges , but your order for our services is subject to any specific pricing or applicable special promotion that was communicated to you during your order process and confirmed in your order confirmation Contact DetailsYou can contact us via any of the following methods:Tel: 0333 332 1111 (24 hours)Email: @HyperopticCS (available Monday to Friday, 09:00-18:00)If you prefer to write to us, our address is.

2 customer SupportKings House,174 Hammersmith Road, London, W6 & Termination Fees The following Fees may apply if you cancel or end your Hyperoptic services: Cancelling within your Satisfaction Period Installation Fees & Activation Charges The following table outlines our Installation and Activation Fees. Order Cancellation Fee If you cancel at any time until (and including) the 30th day that our services are first active for your use as our customer at your Standard Installation FeeInstallation Fee (extension services) 200 30 property, you ll be charged an Order Cancellation Fee. This will be an amount to cover the cost of the Installation Fee (bespoke services) (Subject to survey, price will be advised by engineer) POA Hyperoptic services you ve used (if any) until the time you cancel (including any costs related to installation Activation Charge 40 and/or activation that we ve incurred in provisioning your order before you cancel) as set out in Clause of our Residential customer Terms of Service.

3 Service Termination Fees Miscellaneous Fees The miscellaneous fees listed here will only apply in specific circumstances. Broadband only service If you are within your minimum commitment Miscellaneous Fees period, the fee will be the lesser of either 20, or your agreed monthly package charge, per remaining month of your minimum commitment Re-activation Fee One-off Charge of 10 for reactivation if your account has been terminated or suspended. Broadband and Phone service period (at the time of termination). Any part- months will be pro-rated at the applicable rate. If you are within your minimum commitment Replacement items Fee 70 for a new Hyperhub to replace an out of warranty or damaged device, or for failure to return a Hyperhub to us when requested.

4 Period, the fee will be the lesser of either 25, or your monthly package charge, per remaining Static IP Address Fee Available if/as agreed with Hyperoptic, charged at 5 per month month of your minimum commitment period (at the time of termination). Any part-months will be Battery Back-Up Unit Fee Non-returned Hotspot Device Fee 35 per unit 170 per unit "Monthly Rolling" packages pro-rated at the applicable rate. No Service Termination Fee. 4 Getting Hyperoptic Phone Hyperoptic s Phone service is available when you take one of our Broadband packages. If you d like to add the Phone service to an existing Broadband Only package please contact our customer Support who can help you make the change.

5 Further information about our Phone service is set out in our Residential customer Terms of Service. You will have to pay Call Charges for calls made on our Phone service which are not included in your package. Our rates and Call Charges are outlined in the following sections. Phone and Call Plans Prices Our standard Phone service includes free evening and weekend UK landline calls. Daytime calls are chargeable. These periods are defined as follows: Call Charging Set up Fee Any chargeable call is subject to a per call Connection Fee. For the avoidance of doubt, this Fee will be charged for: Daytime UK landline calls for Customers not onthe Anytime UK Landline Plan Anytime UK Landline Plan calls for call durationover 60 minutes UK mobile numbers Calls to other UK numbers International callsAccess Charge UK landline calls are calls to numbers beginning with 01, 02, or 03.

6 Calls included free or at discount in any of our call plans apply to the first 60 minutes only. After 60 minutes, calls will be subject to a connection fee and our normal call rates. Other Call Plans Definition Price Numbers to 08, 09 and 118 are made up of twoparts: the Access Charge and the ServiceCharge (see ). The Access Charge is the part that we chargeyou per minute for connecting the call. Theaccess charge from Hyperoptic is perminute. The Service Charge is the main call charge. Theorganisation you are calling decides on what thisservice charge will be, and must inform the Duration rounding All UK calls will be rounded up to a wholepenny. VAT will also be rounded up to a wholepenny.

7 All International calls will be rounded up to thenext whole Mobile Plan Anytime UK Landline Plan Offers 50% discount on all chargeable mobile daytime UK landline calls per month per monthInternational Plan Offers half price calls to all international destinations, any time of day. per monthDays Time Evening Mon to Fri Before 07:00 After 19:00 Weekend Sat & Sun All day Daytime Mon to Fri 07:00 19:00 5UK Call ChargesCalls to the following numbers will be charged per minute, and the Connection Fee of per call will landline and mobile UK landline calls UK mobile standard calls Pence per Access UK BT ClickUK BT OneUK International OperatorUK Messaging Services CUK National OperatorUK Pagers & Voice MessagingUK Information Services Pence per minute ServiceHyperoptic customer Service (0333 332 1111)Pence per minute0 NationalUK National GeographicUK Special Services (084, 087 numbers)UK Premium Rate numbers (09 numbers)UK Directory Enquiries (118 numbers)Emergency ServicesDirectory enquiries for blind- disabled usersEmergency Services hearing-impaired (018000)

8 Pence per page MobileJersey MobileMobile customer ServicesUK Mobile Hutchison 3 GUK Mobile O2UK Mobile OrangeUK Mobile OtherUK Mobile T MobileUK Mobile VodafoneUK Mobile Cable and WirelessUK Mobile Shortcode 1471UK Mobile Shortcode ConferenceUK Mobile Virtual 1UK Mobile Virtual 2UK Mobile Voice and DataMobile Video and VoicemailPence per page 7-10On page 7-10 Calls to UK Service Numbers (numbers starting 084, 087, 09, incl. VAT)Service Numbers are not included for free and are chargeable at all times. They are charged in two parts as regulated by Ofcom, the Access Charge of per minute from Hyperoptic, plus the Service Charge set by the company you call, which may be a fixed call charge, a per minute charge.

9 Or a mix of ChargeUK NGCS SC001UK NGCS SC002UK NGCS SC003UK NGCS SC004UK NGCS SC005UK NGCS SC006UK NGCS SC007UK NGCS SC008UK NGCS SC009UK NGCS SC010UK NGCS SC011UK NGCS SC012UK NGCS SC013UK NGCS SC014UK NGCS SC015UK NGCS SC016UK NGCS SC017UK NGCS SC018UK NGCS SC019UK NGCS SC020UK NGCS SC021UK NGCS SC022UK NGCS SC023UK NGCS SC024UK NGCS SC025UK NGCS SC026UK NGCS SC027UK NGCS SC028UK NGCS SC029UK NGCS SC030UK NGCS SC031 Pence per per NGCS SC032UK NGCS SC033UK NGCS SC034UK NGCS SC035UK NGCS SC036UK NGCS SC037UK NGCS SC038UK NGCS SC039UK NGCS Charge NGCS SC041UK NGCS SC042UK NGCS SC043UK NGCS SC044UK NGCS SC045UK NGCS SC046UK NGCS SC047UK NGCS SC048UK NGCS SC049UK NGCS SC050UK NGCS SC051UK NGCS SC052UK NGCS SC053UK NGCS SC054UK NGCS SC055UK NGCS SC056UK NGCS SC057UK NGCS SC058UK NGCS SC059UK NGCS SC060UK NGCS SC061UK NGCS SC062UK NGCS SC063UK NGCS SC064 Pence per per NGCS SC065UK NGCS SC066UK NGCS SC067UK NGCS SC068UK NGCS SC069UK NGCS SC070UK NGCS SC072UK NGCS SC073UK NGCS SC074UK NGCS SC075UK NGCS SC076UK NGCS SC077UK NGCS SC078UK NGCS SC079UK NGCS SC080UK NGCS SC081UK NGCS SC082UK NGCS SC083UK NGCS SC084UK NGCS SC085UK NGCS SC086UK NGCS SC087UK NGCS SC088UK NGCS SC092UK NGCS SC093UK NGCS SC094UK NGCS SC095UK NGCS SC096UK NGCS SC097UK NGCS SC098UK NGCS SC099UK NGCS Voice Shortcode (0ppm)Premium Voice Shortcode (100ppm)Premium Voice Shortcode (10ppm)

10 Premium Voice Shortcode (150ppm)Premium Voice Shortcode (200ppm)Premium Voice Shortcode (25ppm)Premium Voice Shortcode (60ppm)Premium Voice Shortcode (75ppm)UK Premium Rate g6UK Special Services g21UK Wi Fi Services 4UK Wi Fi Services 7UK Wi Fi Services 9 Personal NumbersPersonal Numbering EUK Personal Numbering DUK Personal Numbering FUK Personal Numbering jUK Personal Numbering kUK Personal Numbering pn1UK Personal Numbering pn10UK Personal Numbering pn11UK Personal Numbering pn12UK Personal Numbering pn13UK Personal Numbering pn14UK Personal Numbering pn2UK Personal Numbering pn3UK Personal Numbering pn4UK Personal Numbering pn5UK Personal Numbering pn6UK Personal Numbering pn7UK Personal Numbering pn8UK Personal Numbering pn9 Pence per per per per FW8 Rate - Voice & Call ChargesOur rates for dialling international destinations are in