What happens to your old line
Guide reference: HG-0073
Quote this reference if you contact us about this guide.
Approx. 2 min read
When your old address line is switched off. After you move, service at the old address ends on the agreed date.
Don't worry. When you leave an address, the old phone line at that property is switched off cleanly as part of the move.
Quick answer
After you move, service at the old address ends on the agreed date. The new occupier needs their own provider.
More detail
You cannot take a Physical wall connection with you; you take your number and equipment instead.
We stop billing for the old address from the agreed cease date.
Unplug and take routers, unless lease terms say otherwise for fixed gear.
At the old address
Confirm cease date with us when planning the move.
Remove your router, phones, and personal cables you own.
Leave main line points as installed unless engineer work says otherwise.
Tell the landlord or buyer they need their own phone provider.
Destroy or take any account paperwork with personal details.
Do not leave call divert running on a line that has ceased.
Common mistakes
- Leaving equipment plugged in at a property you no longer rent.
- Expecting the number to ring at the old house after move.
- Forgetting to take the router from a cupboard.
Things to know
- See Moving timeline for cease and go-live alignment.
- Final bill may include part-month charges to cease date.
- Care alarms at old address must be cancelled with alarm company.
Frequently asked questions
Who owns wall sockets?
Usually the property. Equipment in the box is yours unless leased.
Final bill when?
After cease date, a closing bill shows any last charges or credits.
Number at old house?
Your number moves with you. New residents get different numbers.