How to tell us you are moving
Guide reference: HG-0068
Quote this reference if you contact us about this guide.
Approx. 3 min read
Give us your move date and new address. C
Don't worry. Telling us you are moving is straightforward and helps avoid a gap in your phone service.
Quick answer
Contact us with your move date, new address, and whether you want to keep your number.
More detail
The earlier we know, the easier it is to book work and align go-live with your keys, especially for a Physical line.
Have your account details and old and new postcodes ready.
Physical line: your new property must be listed with Royal Mail before we can order a line. You will send your router back and we send a new router to the new address. See My address is not listed and moving with Physical line.
Hybrid Home2Phone: take your Home2Phone unit, check signal at the new address, then tell us once you have moved so we can update emergency services.
Mobile Home2Mobile: take your mobile phone with the SIM, check signal at the new address, then tell us once you have moved so we can update emergency services.
If someone is moving into a care home, we can discuss installation with the home on your behalf. You remain responsible for arranging engineer access and clear instructions.
We confirm next steps by email or letter.
Information to provide
Your account name and home phone number.
Moving date or range if not fixed yet.
Full new address including postcode.
Whether anyone stays at the old address after you leave.
Product type: Physical, Hybrid, or Mobile.
Whether you use a care alarm on the line.
Submit through Contact us and keep a copy of what you sent.
Common mistakes
- Only telling the estate agent and not your phone company.
- Giving the new address without postcode.
- Waiting until moving day morning.
Things to know
- See Moving timeline for what happens next.
- See Moving house checklist so nothing is forgotten.
- See My address is not listed if your new address cannot be found.
- Update Direct Debit address if your bank requires it separately.
Frequently asked questions
Can a relative tell you for me?
Yes with your permission and correct account details.
Move date unknown?
Tell us approximate month so we can note your account.
Moving into care home?
We can speak to the care home about installation on your behalf. You remain responsible for arranging access and confirming dates with the home.