• Home phone and broadband moving advice

  • Moving house can be a very stressful time, but sorting out your talk and broadband accounts with us couldn't be simpler.

    Letting us know

    Tell us you're moving at least 14 working days before you do. It gives us enough time to setup your new phone line and broadband. Before calling us, make a note of:

    • The date you're moving into your new house.
    • Your new address and postcode.
    • An alternative telephone number, like a mobile.

    Call us on 0345 071 9626* and one of our expert advisers will get the ball rolling.

    We'll be able to start moving your broadband service once we know your new phone number and when it'll be turned on.

    If you're moving your phone service and want broadband as well, tell us when you call us about your move. And let us know before getting in touch with your current provider.

    Taking your phone number and features with you

    We want to make things as easy as possible, so we'll try to keep your telephone number the same. There'll be a small fee if we're able to transfer the number to your new house.

    When you move you'll take your package and any special features over to your new house, but if you want to change anything, just let us know.

    A small number of older telephone exchanges aren't able to support some talk features. We'll check this for you and let you know if there's any problems.

    What happens next

    We'll test to see if there's an existing line at your new house.

    • If there's an active BT line. there'll be no charge for setting up the service.
    • If your new house doesn't have an active BT line, you won't be able to take your account with you unless you have a landline put in. There would normally be a charge to install a new line or reconnect an inactive one. Depending on the status of the line, an engineer might need to come out. If any work does need to be done, we'll let you know.
    • Once we've started to transfer your service(s), we'll tell you the date it'll be switched. We'll also let you know if there's any charges to your account. As long as we've been given enough notice and everything's in place, there'll be no interruption in the service from your old house to your new one.

    What happens if I don't tell you I've moved?

    It takes us at least 14 working days to get your phone service and broadband moved to your new house. Don’t worry if you let us know after this, we can still sort everything out for you, but it’ll delay the switch at your new house.

    If you move out and don’t let us know it means you’ll be charged for your service(s) until you tell us. It could also mean that you get charged for any calls the new occupier makes so it’s important to get in touch. When we know you’ve moved we’ll send your final bill to your new address.

    If you need to know more

    You can find out about our talk phone packages, the call features you can add to your phone service, our phone and broadband packages and our prices. If there’s anything we haven’t covered, take a look at our FAQs.


    *We may monitor your call to help improve our customer service and ensure we meet our regulatory and legal responsibilities.

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