- Your provider will usually try to move your service to the new address, often continuing the contract there.
- If the provider cannot serve the new address, you may be able to leave without an early termination fee.
- Notify your provider in good time before moving so the service can be arranged at the new property.
- At the new address you can also choose to switch to a different provider via One Touch Switching.
Moving house is one of the few times mid-contract when you may be able to change broadband provider without penalty, but only in specific circumstances. Knowing your rights, and notifying your provider properly, ensures you are connected at the new address without paying for service you cannot use or an exit fee you do not owe.
What your provider will usually do
When you tell your provider you are moving, they will normally try to transfer your service to the new address and continue your contract there. This is the default expectation: the contract follows you to the new property, with the service set up at the new address, sometimes involving an installation or activation step depending on what is available there.
When you can leave without a fee
The key right arises when your provider cannot serve the new address. If they are unable to provide the service at your new property, you may be able to leave the contract without paying an early termination fee, because the provider cannot deliver what you are paying for. The exact position depends on the provider's terms and the circumstances, so raise it directly when you notify them of the move.
Notifying your provider
Tell your provider in good time before you move, so the service can be arranged at the new address and any installation scheduled. Leaving it late risks a gap in service at the new property. Confirm what will happen, whether the service transfers, whether an installation is needed, and what it costs, before you move.
House move broadband rights
| Situation | Your position |
|---|---|
| Provider can serve the new address | Service transfers; contract usually continues |
| Provider cannot serve the new address | Possible exit without an early termination fee |
| You prefer a different provider | Switch via One Touch Switching at the new address |
Choosing at the new address
A move is also a natural moment to reconsider your provider. Check availability at the new address, since a different or faster service, including an altnet, may be available there, and you can switch to a new provider through One Touch Switching. Weigh transferring your existing service against switching to a better deal, and if your provider cannot serve the new address, use the opportunity to choose afresh without an exit fee.
Frequently asked questions
Can I take my broadband with me when I move house?
Usually yes. When you notify your provider, they will normally try to transfer your service to the new address and continue your contract there, sometimes involving an installation or activation step depending on what is available at the new property.
Do I pay an ETF if broadband is not available at my new address?
If your provider cannot serve the new address, you may be able to leave the contract without paying an early termination fee, because the provider cannot deliver what you are paying for. The exact position depends on the provider's terms, so raise it when you notify them.
How do I notify my ISP I am moving?
Contact your provider in good time before the move, so the service can be arranged at the new address and any installation scheduled. Confirm whether the service transfers, whether an installation is needed, and what it costs, before you move to avoid a gap in service.
How long does it take to get broadband at a new address?
It depends on what is available and whether an installation is needed. A transfer to an address with an existing suitable line can be quick, while a new installation, especially full fibre, takes longer. Notify your provider early so it can be arranged before you move in.
What if I move to an address where my ISP does not operate?
If your provider cannot serve the new address, you may be able to leave without an early termination fee. It is also a good moment to check availability and switch to a provider that does serve the address, including any altnet, via One Touch Switching.
