Moving with a Physical line

Guide reference: HG-0069

Quote this reference if you contact us about this guide.

Approx. 3 min read

What happens with a line at your new home. Tell us well in advance. Your new property must be listed with Royal Mail.

Don't worry. Moving a Physical line takes planning, but we guide you through returning your router and getting connected at your new home.

Quick answer

Tell us well in advance. Your new property must be listed with Royal Mail. You send your router back to us. We send a new router and arrange connection at the new address.

More detail

Physical line needs a connection point at the new property. We cannot order until the new address is listed with Royal Mail. See My address is not listed

Tell us your move date and new address as early as possible so we can plan cease at the old home and go-live at the new one.

You need to send your current router back to us when we ask. We send a new router for the new address and arrange the connection there.

An engineer may need access on the appointment day at the new property.

Do not take your old router to the new home expecting it to work there without our instructions.

Physical line move steps

Tell us your new address and move date as early as possible.
Check your new property is listed with Royal Mail. See My address is not listed if it is not.
Wait for our instructions on when and how to send your router back.
Pack the router safely and post it back when we tell you.
Wait for confirmation of go-live date, any engineer visit, and delivery of your new router.
On go-live day, plug in the new router at the new main phone point.
Follow setting up your router and connect your phone guides at the new home.
Test dial tone, outgoing and incoming calls.

Common mistakes

Trying to move before the new address is listed with Royal Mail.
Taking the old router to the new home instead of sending it back to us.
Telling us too late to arrange connection at the new address.
Missing an engineer window without rescheduling.

Things to know

See My address is not listed for new builds and unlisted addresses.
See What to expect from an engineer visit if an appointment is booked.
See What happens to your old line when you leave.
See Registering for emergency services after your line is working at the new address.

Frequently asked questions

Do I keep my router?

No. You send your current router back. We send a new router for the new address.

How long to go live?

It depends on Royal Mail listing, connection work, and engineer dates. Tell us early.

No line at new build?

Check address not listed first, then tell us early so a line can be ordered when the address is ready.