You’ll need :

• The date you’re moving and when you’ll be moving into your new house.
• Full address and postcode for your new home.
• An alternative contact number like a mobile number

Yes, when you move you’ll take your package and all your special features over to your new home. If you want to change anything, let us know. We can add and remove any line features at your request.

A small number of older telephone exchanges aren’t able to support some talk features. If this is the case at your new address, we’ll let you know.

If there’s an active BT line, there’ll be no charge for setting up the service. If there isn’t an active BT line at your new home, there would normally be a charge to install a new line or reconnect an inactive one. 

If your new home doesn’t have an active line, you wont be able to take your account with you unless you have a landline put in.

You'll need to let our housemoves department know you have broadband with us when you call.  Once we know your new phone number and date it becomes active, we can sort out your broadband too.

We need to know when we’re setting up your transfer, or there could be a delay before your broadband is connected. If you choose to stay with your current provider they’ll continue to bill you as normal. 

Once we’ve started to transfer your service, we’ll let you know the date it will be switched. We’ll also let you know if there are any charges to your account. As long as we’ve been given enough notice and everything’s in place there’ll be no interuption in the service from your old home to your new one 

If you move out of your house without notifying us, you’ll continue to be charged until you let us know.  

This means you could be charged for any calls the new occupier makes. Once you get in touch, we’ll close your account and send you your final bill to your new home.