Moving timeline
Guide reference: HG-0074
Quote this reference if you contact us about this guide.
Approx. 3 min read
Typical dates from telling us to going live. Tell us as early as possible, especially for Physical line.
Don't worry about dates. A typical move has clear steps from telling us to going live at the new home.
Quick answer
Tell us as early as possible, especially for Physical line. We confirm dates, router return, new router delivery, cease at the old address, and go-live at the new one.
More detail
Physical line moves take longest. The new address must be listed with Royal Mail, you send your router back, and we send a new router and arrange connection.
Hybrid Home2Phone can often work soon after you plug in the unit at the new address if signal is good.
Mobile Home2Mobile can often work as soon as you power on your phone at the new address if signal is good.
Tell us once you have moved on Hybrid or Mobile to update emergency services.
We aim to avoid a gap between cease at the old address and go-live at the new one for Physical line.
Typical timeline
Day 0: you tell us move date and new address, especially early for Physical line.
Within a few days: we confirm availability, router return instructions, and dates.
One to three weeks or more: Royal Mail check, router return, new router delivery, and engineer booked if needed for Physical line.
Before move: pack Hybrid or Mobile equipment to take with you; send Physical line router back when we ask.
Move day: cease old service on agreed date; set up at new address when ready.
Hybrid or Mobile: plug in, test calls, then tell us you have moved for emergency services update.
Physical line: plug in new router on go-live day and test calls.
Next bill: shows new address and aligned charges.
Common mistakes
- Booking a removal van before phone go-live is confirmed.
- Missing engineer appointments at the new property.
- Not reading confirmation emails with final dates.
Things to know
- See Moving house checklist for tasks either side of move day.
- Dates slip if access is denied or address checks fail. See My address is not listed
- Contact us immediately if your move date changes.
Frequently asked questions
Fastest product to move?
Hybrid or Mobile often, if coverage is good at the new home.
Can I bring forward go-live?
Ask us. Depends on network and engineer capacity.
Delay after booking?
Tell us. We reschedule cease to avoid losing the number.