Moving home

There's so much to do when you're moving home, this checklist will help you to move your phone and broadband service and any services provided over your line more easily.

Once you know your new address

Phone and broadband

• Contact your service provider(s) to let them know you'll be moving. They'll be able to tell you if they can provide service at your new address or not. It might be useful to dig out your account number and details of the services you currently take before you call them.
• If they can provide service, they'll talk you through what you'll need to do and when. 
• If they don't offer services at your new address, they'll be able to tell you what you need to do when you move. This will give you some time to look into which service providers and services will be available at your new home.
• If your new address is nearby you may be able to keep your existing number if you want to. Ask your service provider about this when you contact them.

Services provided over your line

• These can include things like burglar alarms, panic buttons and telehealth services.
• Please contact the suppliers who provide these services to you to let them know that you'll be moving house. They'll be able to tell you what you need to do when you move. It might be helpful to dig out any contract numbers and details of the services they provide before you call them.

When you know your moving date

Phone and broadband

• Let your service provider(s) know when you'll be moving.
• If they provide service at your new address they'll tell you what equipment you need to take with you when you move. This will usually be any phones you own plugged into the wall sockets and their router.
• If they don't provide service at your new address, they'll take you through what you need to do. For example, they may ask you to return their router to them.
• If you need to change provider when you move, call the service provider(s) you've chosen and let them know when you'll be moving in. They'll be able to sort out getting your new service(s) installed at your new home.
• Important please note: When you move out if you have an Openreach box on your wall, such as those shown below, these belong to Openreach and must stay in the property. They bring our optical fibre into the property and must not be removed.

Services provided over your line

• Let your service providers know when you'll be moving.
• They'll be able to tell you if you need to take any equipment with you when you move and arrange to move your services to your new address. 
• If your phone number is going to change let them know as soon as you know what it will be.
•  Keeping suppliers of telehealth services informed is particularly important to avoid alarms being accidentally flagged on systems. They'll need to know your new address to ensure that any genuine medical call-outs go to the right place.

If you're moving out of a home where Full Fibre is already installed

The only thing you need to take with you is the router provided by your Service Provider that plugs into the unit on the wall.

Please make sure that you leave the Openreach optical network termination unit in place when you move out. The unit is a home fixture/fitting, the serial number is recorded specifically to the property where it’s installed and it won’t work if it’s plugged in at a different property. 

Getting the best from your services in your new home

Phone and broadband services

To make sure you get the best out of your phone and broadband services in your new home watch our videos on getting the best from your router and dealing with any broadband issues.

If you're moving into a new build property you'll also find more help and advice on our broadband in new build homes page.

If you've followed the advice on these pages and are having problems please contact your service provider(s), they'll be able to do further tests and will contact Openreach if necessary.

Services provided over your phone line

Please ask your service providers about the best way to set up their equipment and services at your new home. They'll also be able to help if you have any problems.